Communications Center Operator Representative; Evenings

Position: Communications Center Operator Representative (Evenings)
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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.

MGB Digital is Hiring!

The Opportunity:

Shifts

Required:

Wednesday - Sunday Evening Shifts 12pm - 8:30pm ET    On-Site

Location:

Brigham and Women's Hospital, 75 Francis Street, Boston    We are hiring a Communications Center Operator Representative at our MGB Digital Communications Center!
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.
** Job Summary
*
* Primary Responsibilities:

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
* *** What You'll Bring
*
* Qualifications:

* High school Diploma or equivalent required
* Phone-based customer service and/or call center experience required
* Able to multitask required
* Ability to type 35 wpm required
* Knowledge of MS Windows software applications required
* Experience in a hospital or medical environment preferred
* Knowledge of medical terminology preferred

Additional

Skills and Abilities

for Success:
* Multi-tasking and toggling between multiple screens and software solutions.
* Exceptional 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 comprehension skills, clear, concise communication abilities and exceptional verbal communication
**…