Senior Telecommunications Representative

Mass General Brigham•Boston, MA

1d•Onsite

About The Position

Mass General Brigham Digital is seeking a Senior Telecommunications Operator Representative for an on-site position at Brigham and Women's Hospital. This role is crucial for providing outstanding customer care to every caller, ensuring efficient and courteous handling of main number, page calls, and answering service business. The ideal candidate will work in a multifunctional 24/7 on-site medical call center, processing calls for Main Listed Number, Patient Information, Paging, and Answering Service. This position requires the ability to seamlessly toggle between multiple screens and treat every caller as a welcome guest. The work done in Digital is a strategic imperative, aiming to transform Mass General Brigham through innovative and impactful ways by leveraging technology to create value for patients, care teams, researchers, and employees.

Requirements

High School Diploma or equivalent required
2+ years of call center experience required
Ability to type 35 wpm
Excellent spelling and grammar skills required
Exceptional written and verbal communication and comprehension abilities required
Knowledge of Windows applications
Must be available to work flexible hours as needed for shift coverage.

Nice To Haves

Complete and thorough knowledge of all operating systems; i.e. Sonant, USA Mobility, Teledesk, and On-Line Telephone Directory strongly preferred.
Previous training experience preferred.
Knowledge of medical terminology helpful but not required.
Able to work independently and be highly motivated with good inter-personal and phone skills.

Responsibilities

Handling incoming and outgoing calls in an expedient, efficient, and courteous manner.
Handling requests for paging as well as retrieval of pages efficiently and accurately.
Handling requests from staff regarding changing the status of their pagers.
Announcement of pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies.
Responding to all telephone requests for patient information, which may include handling of confidential information.
Issuing loaner pagers and/or adding as well as deleting pagers to PHS paging system, including updating PHS telephone directory and paging databases.
Responding to requests from staff regarding department on call schedules.
Handling answering service calls in an efficient and courteous manner.
Escalating any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.
Assuming the duties of the supervisor in the event of their absence.
Handling any problem calls or situations that may arise in the office professionally and efficiently.
Maintenance of on call schedules and answering service changes, including a thorough knowledge of all staff rotating on call and ensuring information is kept current and accurate.
Assisting the supervisor to ensure sufficient shift coverage for open positions and sick calls.
Issuing loaner pagers or issuing new pagers for staff as necessary, including a thorough knowledge of the paging system as well as the emergency procedures in the event of loss of the paging system.
Initiating service calls to appropriate repair staff in the event the paging or telephone system ceases to function.
Shutting down and restoring paging and answering service systems on line with the assistance from a technician.
Completing knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.
Using Mass General Brigham values to govern decisions, actions, and behaviors.