Telecommunications Operator Per Diem

Position: Telecommunications Operator I Per Diem
Site:
Wentworth-Douglass Hospital 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 Efficiently answers multi-line switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Coordinates requests for auxiliary aides and services to ensure effective communication. Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls.

Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results.

Qualifications
1. Performs the duties of Switchboard Operatora. Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.b. Promptly and courteously answers questions from the public and provides general information.c. Updates and maintains contact lists, including changes to provider on-call sheets.d. Knowledgeable of answering service procedures and related tasks.e. Accurately utilizes communication logbook and maintains filing systems according to department standards.f. Participates in training of switchboard new hires.g. Performs all other duties as assigned or requested by manager.
2. Performs procedures for clinical codes and non-clinical emergency situationsa. Responds efficiently and accurately to emergency codes, including code phone and Hill-Rom, following designated procedures related to STAT C-sections, STEMI’s, Stroke Team, and Trauma Team activations, among others.b. Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.c. Ability to readily access procedures for Command Center Activations.d. Handles switchboard processes for all other emergency alarms, codes, or disaster incidents.
3. Demonstrates proficient computer and paging skillsa. Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams.b. Responds promptly to email requests through Microsoft Outlook.c. Proficiently utilizes Switchboard phone and paging systems, as well as WDH computer applications and systems.d. Demonstrates robust knowledge of operator’s resources and telecommunications resources.e. Has knowledge of Smart Notice Notification System, pagers, basic pager functions, group paging, status change, and back up paging.
4. Coordinates requests for auxiliary aides and services to ensure effective communicationa. Coordinates on-site American Sign Language (ASL) and Limited English Patients (LEP) Interpreters.b. Provides appropriate "Effective Communication" devices and services upon demand.c. Communicates interpreter services calendar appointment details when requested.
5. Demonstrates exceptional customer service skillsa. Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills.b. Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.c. Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers.
• High School diploma.

Minimum Experience Required
• Six months of customer service experience in a high volume, fast paced professional setting.

Experience Preferred/Desired
• One year switchboard/multi-line phone experience in a hospital or medical…