Customer Rep Operator Communications Center

Operator Representative I, MGB Digital Communications Center

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.

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. Role Duties 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.

• 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 requirements.

• Capable of multi-tasking and toggling between multiple screens and software solutions.
• Good 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 verbal and written comprehension skills

• 40 hours per week 7:30am-4pm Monday - Friday
• Onsite MGH Main Campus Fruit St Boston, MA, Assembly Row Somerville, MA and

Remote Type:
Onsite

Work Location:

55 Fruit Street

Scheduled Weekly

Hours:

40

Employee Type:
Regular

Work Shift:

Day (United States of America)

Pay Range: $17.71 - $22.79/Hourly

Grade: 1

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay…