Operator Representative, Communications Center

Job Summary

At Mass General Brigham Digital, we strive to create maximum strategic, clinical, and operational value from established and emergent technologies to enhance healthcare delivery and make medicine more personalized and precise.

Role Duties

• Provides exemplary service and customer care to every caller.
• Manages incoming and outgoing calls in a consistent, efficient, and courteous manner.
• 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 and responds to various codes and their procedures.
• Handles telephone inquiries for patient information, including 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.
• Maintains a positive attitude and works effectively in a fast-paced healthcare environment.

Qualifications

• A High School Diploma or equivalent required.
• 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.

Additional Skills For Success

• 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.
• Strong verbal and written comprehension skills.

Additional Job Details (if Applicable)

• Schedule and Work Model: 40 hours per week, 10am-6:30pm Mon-Friday
• On-site at Brigham and Women's main campus (75 Francis Street, Boston, MA)
• Remote Type: Onsite
• Work Location: 75 Francis Street
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)

Pay Range

$17.71 - $22.79/Hourly

Grade

Grade 1