Per Diem Communications Center Operator

Mass General Brigham•Boston, MA

3d•$18 - $23•Onsite

About The Position

The Operator I supports Mass General Brigham call centers by providing exemplary service and customer care. The role ensures calls are answered and managed consistently, efficiently, and courteously. The Operator works in a 24x7 call center and handles calls to the main hospital number, patient information calls, pages, code calls, and answering service calls. The position is per diem, onsite primarily at BWH Main Campus, 75 Francis Street, with open shifts from 9:00 a.m. to 5:30 p.m. every weekend and on holidays. The role reports to the Supervisor, Call Center Operations.

Requirements

High school diploma or equivalent.
Ability to type 35 words per minute.
Knowledge of popular MS Windows software applications.
Required phone-based customer service and/or call center experience.
Ability to multitask and toggle between multiple screens and software solutions.
Good interpersonal and telephone skills.
Ability to thrive in a fast-paced healthcare environment.
Ability to work independently and be highly motivated.
Excellent spelling and grammar, strong comprehension, clear and concise communication, and exceptional verbal communication skills.
A combination of education and experience may be substituted for the stated requirements.

Nice To Haves

Experience in a hospital or medical environment.
Knowledge of medical terminology.

Responsibilities

Manage incoming and outgoing calls promptly, efficiently, and courteously using prescribed phraseology.
Process paging and page-retrieval requests accurately and efficiently, and update paging status as requested by pager holders.
Issue new, replacement, and loaner pagers; process pager returns and deletions; and update telephone-directory and paging databases.
Understand the procedures for activating medical, fire, internal and external disaster, and other emergency codes.
Respond to telephone inquiries for patient information, which may involve confidential information.
Respond to staff requests regarding department on-call schedules.
Handle answering-service calls efficiently and courteously using prescribed guidelines.
Escalate unusual or difficult problems involving callers, telephones, pagers, or answering services to the Supervisor.
Perform duties at multiple locations when required by need or circumstances.
Use Mass General Brigham values to guide decisions, actions, and behavior.
Perform other duties as assigned.