Customer Rep Operator Communications Center

Site:
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.

Job Summary:

Operator Representative I, MGB Digital Communications Center. 40 hours per week 7:30am-4pm Monday-Friday Onsite. Primarily embly Row, Somerville when business need dictates and planned ahead. 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.

• Provides services to a 24x7 call center.
• 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.

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…