Site: Mass General Brigham Incorporated
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
The Opportunity
Senior Customer Service Operator Representative, Evenings
Shifts required: Tuesday - Saturday 2:00 PM -10:30 PM EST.
Comprehensive Benefits are available on your first day.
On-site: Brigham and Women's Hospital, 75 Francis Street, Boston, MA.
Senior Telecommunications Operator Representative, Full Time, On-Site at Brigham and Women's Hospital
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 Senior Operator Call Center, goal is to provide outstanding customer care to every caller. The Senior Operator position ensures that the main number, page calls and answering service business are answered in a consistent, efficient, and courteous manner.
The Operator of Customer Service Center in a multifunctional 24/7 on site medical call center. The position includes processing calls for Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate would be able to toggle between multi screens seamlessly and treat every caller as a welcome guest.
· Responsible for handling incoming and outgoing calls in an expedient, efficient and courteous manner.
· Responsible for handling requests for paging as well as retrieval of pages efficiently and accurately.
· Responsible for requests from staff regarding changing the status of their pagers.
· Responsible for announcement of pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies, often of a life threatening nature.
· Responsible for responding to all telephone requests for patient information, which may include handling of confidential information.
· Responsible for issuing loaner pagers and/or adding as well as deleting pagers to PHS paging system which includes updating PHS telephone directory and paging databases.
· Responsible for responding to requests from staff regarding department on call schedules.
· Responsible for handling answering service calls in an efficient and courteous manner.
· Escalates any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.
· Must be confident and capable to assume the duties of the supervisor in the event of their absence.
· Responsible for handling any problem calls or situations that may arise in the office professionally and efficiently.
· Responsible for maintenance of on call schedules and answering service changes that occurs which includes a thorough knowledge of all staff rotating on call and that the information is kept current and accurate.
· Assists supervisor to ensure sufficient shift coverage for open positions and sick calls.
· Responsible for issuing loaner pagers or issuing new pagers for staff as necessary. This includes a thorough knowledge of the paging system as well as the emergency procedures in the event of loss of the paging system.
· May be required to work the overnight shift 11pm-7am unsupervised and alone.
· Responsible for initiating service calls to appropriate repair staff in the event the paging or telephone system ceases to function. This includes shutting down and restoring paging and answering service systems on line with the assistance from a technician.
· Complete knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures
· 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 and responsibilities as assigned
Qualifications
Qualifications:
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 as well as a 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
Additional Skills:
- Able to work independently and be highly motivated with good inter-personal and phone skills.
- Must be available to work flexible hours as needed for shift coverage.
Additional Job Details (if applicable)
Working Model Required
Shifts: Tuesday - Saturday 2:00 PM -10:30 PM EST
On-Site: Brigham and Women's Hospital, 75 Francis Street, Boston, MA
Remote Type
Onsite
Work Location
75 Francis Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Evening (United States of America)
Pay Range
- /
Grade
1
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
EEO Statement:
0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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 law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
