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 be adept at multitasking across multiple screens and treating every caller with exceptional service. This is a full-time, evening shift position, Tuesday through Saturday, 2:00 PM - 10:30 PM EST.

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.
Processing requests for paging, including retrieval and status changes.
Announcing pager activations for PHS Codes, including internal and external emergencies.
Responding to telephone requests for patient information, including confidential data.
Issuing loaner pagers and managing the PHS paging system, including updating directories and databases.
Responding to staff requests regarding department on-call schedules.
Handling answering service calls efficiently and courteously.
Escalating unusual or difficult problems to the supervisor.
Assuming supervisor duties in their absence.
Professionally and efficiently handling problem calls or situations.
Maintaining on-call schedules and answering service changes, ensuring accuracy.
Assisting the supervisor with shift coverage for open positions and sick calls.
Issuing new pagers as necessary and understanding the paging system and emergency procedures.
Initiating service calls for repair of paging or telephone systems.
Completing knowledge of Disaster Plan, including specific codes, Command Center setup, Administrator on Call, and escalation procedures.
Utilizing Mass General Brigham values to govern decisions, actions, and behaviors.