Customer Service Representative/Call Center

South Shore Health•Weymouth, MA

2d•Onsite

About The Position

Customer Service Representatives represent South Shore Hospital and its answering-service clients by answering live telephone calls professionally, accurately, and efficiently. They provide exceptional customer service, maintain control of calls, and communicate professionally, including during emergencies. The role supports hospital and affiliated cancer center callers, answering-service clients, program registration, emergency communications, and common technical support calls. It also includes monitoring alarms and codes and performing information-center disaster-recovery procedures. This is a full-time, 40-hour position on the night shift, scheduled from 11:00 p.m. to 7:00 a.m. Days may vary. The role includes a weekend rotation every other Saturday and Sunday and work every other holiday. The stated compensation range is $18.20–$26.00.

Requirements

Customer service experience required.
Ability to thrive in a fast-paced medical environment.
Excellent spelling, communication, and grammar skills.
Ability to multitask and move between multiple screens seamlessly.
Typing/data-entry knowledge, at 30 words per minute.
Working knowledge of Windows and Microsoft Office Suite.
Night schedule is 11:00 p.m.–7:00 a.m.; days may vary, with a weekend rotation every other Saturday and Sunday and work every other holiday.

Nice To Haves

Education equivalent to a high school curriculum preferred.
Healthcare experience preferred.
Medical terminology knowledge preferred.

Responsibilities

Answer and manage internal and external calls for South Shore Hospital and the affiliated Brigham and Women's/Dana-Farber Cancer Center, directing callers to the appropriate departments and providing facility and department way-finding.
Manage on-call coverage using the clinical paging reference tool; locate staff and relay messages through paging, phone, email, or fax as needed.
Provide physician referrals by matching callers’ location, gender preference, and medical needs; assist with patient telephone/TV, pager, and conference-bridge questions and issues.
Support answering-service clients by providing information according to client profiles, managing and following up on messages, updating on-call schedules, and coordinating schedule changes with internal departments.
Represent client practices professionally, provide practice way-finding, verify caller information for accurate messaging and paging, and follow customer-service standards.
Monitor Ultracomm fax delivery status and report or escalate alarms; act as a front-line liaison for specified hospital and cancer center departments and services.
Register callers for educational programs and Community Benefits Programs, collect and confirm demographic information, explain program details, and offer relevant additional programs or classes.
Monitor alarm and code systems and follow notification procedures for medical, fire, disaster, and safety emergencies; manage related on-call notifications and emergency communication tools.
Use SNAP and Red Alert systems, monitor responses, educate end users as needed, and assume the Systems Information Coordinator role when required.
Deploy and track contingency phones, wireless phones, and pagers; monitor 1Call and telephone-switch alarms and escalate issues to appropriate personnel or technical engineers.
Participate in continuing education, emergency-preparedness learning tasks, measurement tools, and feedback programs to develop customer-service skills and improve systems and processes.
Provide basic technical call support, including guiding callers through Windows password resets and PC reboots, triaging after-hours help requests, and communicating technical escalations and outages.
Carry out information-center disaster-recovery procedures, including operating downtime applications and redundant telephone and directory systems, relocating to a redundancy site, and using power-failure phones during outages.
Continue learning and adopt new technology and procedures that support effective and efficient communication.