Senior Telecommunications Representative

Position Overview

Senior Customer Service Operator Representative – Evening shifts (Tuesday – Saturday 2:00 PM – 10:30 PM EST). On-site at Brigham and Women s Hospital, 75 Francis Street, Boston, MA.

Reporting to the Supervisor Call Center Operations, the Senior Operator provides outstanding customer care to all callers, handling the main number, paging, answering services, and other operational support in a 24/7 on‑site medical call center.

• Handle incoming and outgoing calls efficiently and courteously.
• Process requests for paging, retrieve pages, and manage pager status for staff.
• Announce pager activations for all PHS Codes, including emergencies such as disasters, infant abduction, medical, fire, and safety emergencies.
• Respond to telephone requests for patient information, including handling confidential data.
• Issue loaner pagers and update the PHS paging system and telephone directory.
• Manage department on‑call schedules and answering service changes.
• Escalate unusual or difficult problems to the supervisor and assume supervisory duties when absent.
• Handle problem calls and maintain on‑call schedules.
• Assist the supervisor to ensure sufficient shift coverage and manage sick calls.
• Initiate service calls to repair staff when the paging or telephone system fails, including restarting systems.
• Maintain knowledge of the Disaster Plan (Codes Amber and Pink) and Command Center procedures.
• Use Mass General Brigham values to guide decisions and behavior.
• Perform additional duties as assigned.
• May be required to work the overnight shift 11 pm – 7 am unsupervised and alone.

• High School Diploma or equivalent.
• 2+ years of call center experience.
• Typing speed of 35 words per minute.
• Excellent spelling and grammar.
• Exceptional written and verbal communication skills.
• Knowledge of Windows applications and operating systems (Sonant, USA Mobility, Teledesk, On-Line Telephone Directory strongly preferred).
• Previous training experience preferred.
• Knowledge of medical terminology helpful but not required.

• Able to work independently, highly motivated, with good interpersonal and phone skills.
• Available to work flexible hours for shift coverage.

On-site at Brigham and Women s Hospital, 75 Francis Street, Boston, MA.

Shifts:

Tuesday – Saturday 2:00 PM – 10:30 PM EST.

Comprehensive benefits available on your first day.

Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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 will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.