Operator Customer Service Representative, Communications Center

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Reporting to the Supervisor, Call Center Operations, the Operator I supports the success of Mass General Brigham call centers by providing exemplary service and customer care to every caller. The Operator ensures that calls are answered and managed in a consistent, efficient, and courteous manner.

Principal Duties and Responsibilities:

The Operator provides services to a 24x7 call center. The Operator receives and manages several types of incoming calls including calls to the main hospital number, calls for patient information, pages, code calls and answering service calls. The ideal candidate is able to move easily between calls, treating every caller as a welcome guest.

* Manages incoming and outgoing calls in an expedient, efficient and courteous manner using the prescribed phraseology.

* Processes requests for paging and retrieval of pages efficiently and accurately. Changes the current paging status as requested by the holder of the pager.

* Issues new, replacement and loaner pagers as well as returns and deletes pagers from the Mass General Brigham paging system including updates to the telephone directory and paging databases.

* Understands the various "codes" and the procedures for their activation. "Codes" include: medical, fire, internal and external disasters, and other emergencies, often of a life-threatening nature.

* Responds to all telephone inquiries for patient information which may include handling confidential information.

* Responds to requests from staff regarding department on-call schedules.

* Handles answering service calls in an efficient and courteous manner using prescribed guidelines.

* Escalates unusual or difficult problems with callers, telephones, pagers or answering services to the Supervisor.

* May be required to perform responsibilities at multiple locations based on need and situation.

* Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

* Other duties as assigned.

Qualifications:

* High school diploma or equivalent.

* Able to type 35 wpm and knowledge of popular MS Windows software applications.

* Phone-based customer service and/or call center experience required; experience in a hospital or medical environment preferred.

* Knowledge of medical terminology preferred.

* A combination of education and experience may be substituted for requirements.

Skills/Abilities/Competencies:

* Capable of multi-tasking and toggling between multiple screens and software solutions.

* Good interpersonal and telephone skills.

* Ability to thrive in a fast-paced healthcare environment.

* Able to work independently and be highly motivated.

* Excellent spelling and grammar skills. Must be able to read, write and speak in English fluently.

• Laadership Responsibility: No direct reports; may provide guidance to less seasoned and new staff
• Fiscal Responsibility: Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

* Busy call center environment with close-set cubicles

* This position is hybrid and requires local travel to MGB sites

* Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.

* Normal office working conditions. The noise level in the work environment is quiet to moderate.

* While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.

* Specific vision abilities required by this job include close vision, distance vision and depth perception.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.