Operator Communications Center Full Time

The Opportunity

Shifts; Tues-Friday 8a-430p, and 230p-11p every Saturday. Located at both Assembly Row and MGH Campus

Reporting to the Supervisor, Call Center Operations, the Operator Customer Service Rep 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

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 effectively, efficiently and accurately, 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.· Capable of multi-tasking and toggling between multiple screens and software solutions.

• Strong interpersonal and telephone skills.

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

• Able to work independently and be highly motivated.

• Excellent spelling, grammar and comprehension skills to read, write and speak effectively with colleagues and patients

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.