Hybrid Operator Representative, Communications Center

at Mass General Brigham

• Job title: Operator Representative, Communications Center
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $18 - $23 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Somerville, United States

About the role

• Operator I supporting call center operations with exemplary service and customer care for Mass General Brigham. Handling various calls related to patient information and emergencies in a medical environment.

Responsibilities

• 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.
• 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.

Requirements

• High School Diploma or equivalent required
• 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.
• 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.

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities