Location: Somerville,MA, USA
Operator 1, Communications Center Full Time
Full Time (32 hours per week): 10a-630p Tues-Friday
Onsite Primarily at Assembly Row, Somerville and MGH planned ahead when business need dictates.
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.
Role 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 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.
* 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 have strong verbal and written comprehension skills