Communications Center Operator Representative; Evenings

Communications Center Operator Representative, Evenings

Site:
Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Required:

Wed–Sun Evening Shifts 12pm–8:30pm ET

The Opportunity:

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.

• Manage incoming and outgoing calls in an expedient, efficient and courteous manner using the prescribed phraseology.
• Process requests for paging and retrieval of pages efficiently and accurately. Change the current paging status as requested by the pager holder.
• Issue new, replacement and loaner pagers, and manage returns and deletes in the paging system, including updates to the telephone directory and paging databases.
• Understand the various “codes” and procedures for their activation (medical, fire, internal and external disasters, and other emergencies).
• Respond to telephone inquiries for patient information, including handling confidential information.
• Respond to requests from staff regarding department on-call schedules.
• Handle answering service calls efficiently and courteously using prescribed guidelines.
• Escalate 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.
• Apply Mass General Brigham values to decisions, actions and behaviors (Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk;
  Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration).
• Other duties as assigned.

• High school diploma or equivalent required.
• Phone-based customer service and/or call center experience required.
• Able to multitask, type 35 wpm, and knowledge of popular MS Windows software applications.
• Experience in a hospital or medical environment preferred.
• Knowledge of medical terminology preferred.
• A combination of education and experience may be substituted for requirements.

• 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; clear, concise communication and strong verbal skills.

• Full time onsite
• Shifts required:
  Wed – Sun 12pm–8:30pm ET

Remote Type:
Onsite

Work Location:

75 Francis Street

Scheduled Weekly

Hours:

40

Employee Type:
Regular

Work Shift:

Evening (United States of America)

Pay Range: $17.36 – $22.34/Hourly

Grade: 1

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We provide reasonable accommodations for applicants with disabilities in the job application process and interview process where applicable.

For accommodation requests, contact Human Resources at .

Mass General Brigham Competency Framework:
At Mass General Brigham, our competency framework defines what effective leadership looks like and outlines ten competencies used to evaluate performance, guide development, and support our talent pipeline.

Note:

This description contains the essential information required for the role and reflects the current opening. It does not imply a contract of employment and is subject to change.