Customer Service Representative / Inbound Call Center
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, exercise call control, and maintain professionalism in every interaction, including emergencies. The role manages calls for South Shore Hospital and affiliated organizations, supports answering service clients with message dispatch and follow-up, and provides program registration and caller guidance. It also monitors alarm and code systems, supports emergency communications and disaster-recovery procedures, assists with common technical-support calls, and participates in continuing education and technology learning. The position is part-time, budgeted for 20 hours, with an evening schedule of 3:00 p.m.–11:30 p.m. It requires working every other weekend, including Saturday and Sunday, and every other company-observed holiday. The position is based at 85 Columbian Street, Weymouth, Massachusetts.
Requirements
- Customer service experience is required.
- Ability to thrive in a fast-paced medical environment.
- Excellent spelling, communication, and grammar skills.
- Ability to multitask and toggle seamlessly between multiple screens.
- Typing and data-entry knowledge, at 30 words per minute.
- Working knowledge of Windows and Microsoft Office Suite.
- Ability to work evenings from 3:00 p.m. to 11:30 p.m., every other Saturday and Sunday, and every other company-observed holiday.
Nice To Haves
- Education equivalent to a high school curriculum is preferred.
- Healthcare experience is preferred.
- Knowledge of medical terminology is preferred.
Responsibilities
- Manage internal and external calls for South Shore Hospital and affiliated clinical organizations, directing callers to appropriate departments and providing way-finding.
- Maintain knowledge of departments, their functions, on-call coverage, clinical paging references, and physician referral processes.
- Locate medical and support staff using paging systems and relay messages by pager, telephone, email, or fax as appropriate.
- Assist callers with patient television and telephone issues, pager use, and conference bridge processes; troubleshoot and escalate issues as needed.
- Provide call support, customer care, emergency notifications, message management, delivery confirmation, and follow-up for answering service clients.
- Maintain and update client on-call schedules and coordinate real-time schedule changes with internal departments.
- Represent client organizations professionally, follow client-specific profiles and customer service standards, and confirm accurate caller and patient information for messages and paging.
- Monitor fax delivery status and report or escalate alarms as needed.
- Serve as a front-line liaison for designated hospital and affiliated departments, addressing caller needs and providing relevant information.
- Register callers for educational programs and community benefits programs, collect and confirm registration details, and recommend relevant additional programs or classes.
- Monitor alarm and code systems and follow notification procedures for medical, fire, disaster, safety, and other emergencies.
- Operate emergency communication tools and systems, including SNAP and Red Alert; track responses and educate users when needed.
- Support emergency activations, including HICS and Systems Information Coordinator procedures, and deploy or track contingency phones, wireless phones, and pagers.
- Monitor 1Call alarms and telephone switch alarms, reporting and escalating issues to appropriate personnel or technical engineers.
- Communicate calmly during crisis situations.
- Participate in monthly continuing education, emergency preparedness learning, measurement tools, and customer-service feedback programs.
- Provide basic technical support during peak call volume and after-hours calls, including guiding users through Windows password resets and PC reboots, triaging requests, and escalating technical issues.
- Execute technology outage communications and information-center disaster-recovery procedures, including downtime paging and telephone systems, relocation to a redundancy site, power-failure phone use, and operation of backup directory and pager resources.
- Continue learning and adopt new technologies and procedures relevant to the role and organization.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
