Senior Telecommunications Representative

About the role

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.

Responsibilities

• Provide outstanding customer care to every caller.
• Ensure that the main number, page calls and answering service business are answered in a consistent, efficient, and courteous manner.
• Process calls for Main Listed Number, Patient Information, Paging, and Answering Service.
• Toggle between multi screens seamlessly and treat every caller as a welcome guest.
• Handle incoming and outgoing calls in an expedient, efficient and courteous manner.
• Handle requests for paging as well as retrieval of pages efficiently and accurately.
• Handle requests from staff regarding changing the status of their pagers.
• Announce 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.
• Respond to all telephone requests for patient information, which may include handling of confidential information.
• Issue loaner pagers and/or add as well as delete pagers to PHS paging system which includes updating PHS telephone directory and paging databases.
• Respond to requests from staff regarding department on call schedules.
• Handle answering service calls in an efficient and courteous manner.
• Escalate any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.
• Assume the duties of the supervisor in the event of their absence.
• Handle any problem calls or situations that may arise in the office professionally and efficiently.
• Maintain 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.
• Absorb any shift coverage for open positions and sick calls.
• Issue loaner pagers or issue 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.
• Initiate 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.

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