Per Diem Communications Center Operator

Mass General Brigham • Boston, MA

2d • Onsite

About The Position

The Operator I supports Mass General Brigham call centers by providing exemplary service and customer care to every caller. The role ensures calls are answered and managed consistently, efficiently, and courteously. The operator works in a 24x7 call center handling calls to the main hospital number, patient-information requests, pages, code calls, and answering-service calls. This is an onsite, per-diem position primarily at the Brigham and Women’s Hospital Main Campus, 75 Francis Street. Open shifts are 9:00 a.m.–5:30 p.m. ET on weekends and holidays.

Requirements

• High school diploma or equivalent.
• Ability to type 35 words per minute.
• Knowledge of popular MS Windows software applications.
• 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 skills.
• Strong comprehension skills and clear, concise, and exceptional verbal communication abilities.

Nice To Haves

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

Responsibilities

• Manage incoming and outgoing calls in an expedient, efficient, and courteous manner using prescribed phraseology.
• Process requests for paging and retrieval of pages accurately and efficiently, and change paging status when requested by the pager holder.
• Issue new, replacement, and loaner pagers; process pager returns and deletions from the paging system; and update telephone directory and paging databases.
• Understand medical, fire, internal and external disaster, and other emergency codes and the procedures for activating them.
• 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 responsibilities at multiple locations when required by need and situation.
• Use Mass General Brigham values to guide decisions, actions, and behaviors.
• Perform other duties as assigned.

Benefits

• Career advancement opportunities.
• Differentials, premiums, and bonuses as applicable.
• Recognition programs designed to celebrate contributions and support professional growth.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED