Customer Service Representative/Inbound Call Center
Job in
Weymouth, Norfolk County, Massachusetts, 02188, USA
Listed on 2026-06-26
Listing for:
South Shore Health
Full Time
position Listed on 2026-06-26
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Call Center / Support, Bilingual
Job Description & How to Apply Below
Job Requirements
- Requisition Number: R-22499
- Facility: LOC
0011 - 85 Columbian Street, Weymouth, MA 02190 - Department Name: SHS Customer Contact Center
- Status:
Part time - Budgeted
Hours:
20 - Shift: Evening (3:00 pm-11:30 pm), every other weekend (Saturday & Sunday Required) and every other company observed holiday
- Compensation: $16.16 - $21.75 per hour
- Knowledge of departments and their functions to enable the intelligent and accurate management of caller’s needs and inquiries.
- Provides way‑finding to the facility, internal departments and off‑site affiliates.
- Accurately manages on‑call coverage for departments/specialties within the clinical paging reference tool.
- When necessary, locates medical and support staff through the paging system and/or relays messages via alpha‑numeric pager, verbally or via email/fax.
- Provides physician referrals to the community for PCPs and medical specialists by matching zip code, gender preference and medical need of the callers.
- Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues.
- Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed.
- Consult procedures, terminology and appropriate dispatching to physicians.
- Answers and assists users with the conference bridge process.
- Sometimes provides consistently clear, accurate, timely information to all callers as described in client profiles.
- Provides message management for clients including dispatching, delivery confirmation and follow‑up as required by specific client preferences.
- Manages and accurately updates client on‑call schedules.
- Works with internal departments to provide real‑time updates to modifications in client on‑call schedules.
- Provides way‑finding to client practices by referencing online tools.
- Displays an understanding/sensitivity of each client’s unique customer culture and represents the client in an intelligent and professional manner.
- Ensures accurate messaging and paging information by confirming spelling of callers first/last name, phone number, DOB, and primary care physician.
- Follows established customer service standards and requirements.
- Monitors faxing and reports and escalates alarms as needed.
- Acts as the front‑line liaison for all internal Brigham and Women’s Cancer Center departments and South Shore Hospital’s support services, demonstrating knowledge of caller needs.
- Demonstrates knowledge of program details and represents the program professionally.
- Registers by collecting/confirming demographics such as name, address, telephone and email.
- Based on caller interest, offers additional programs and classes that may benefit the caller.
- Possesses overall knowledge of all programs and services offered through the Community Benefits Programs.
- Adheres to department procedures related to notification of personnel during various alarm types.
- Possesses knowledge of various codes and adheres to their procedures, including medical, fire, internal and external disaster and safety emergencies.
- Mastery of HICS process, on‑call management and notification procedures in the event of activation.
- Knowledge of SNAP communication tool and ability to activate, track response and educate end‑users on use.
- Mastery of Red Alert activation/monitoring and updates appropriate personnel as needed.
- Understands and can assume Systems Information Coordinator (SIC) role during activation.
- Can deploy/track emergency communication tools such as contingency phones, wireless phones and pagers.
- Can calmly communicate during crisis situations.
- Monitors 1
Call alerts, reports and escalates issues as needed. - Monitors and reports telephone…
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