Senior Operator Communications Center

The Opportunity

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.

Reporting to the Supervisor Call Center Operations, the Senior Operator Call Center, goal is to provide outstanding customer care to every caller. The Senior Operator position ensures that the main number, page calls and answering service business are answered in a consistent, efficient, and courteous manner.

Operator of Customer Service in a multifunctional 24/7 on site medical call center. The position includes processing calls for Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate would be able to toggle between multi screens seamlessly and treat every caller as a welcome guest.

* Responsible for handling incoming and outgoing calls in an expedient, efficient and courteous manner.

* Responsible for handling requests for paging as well as retrieval of pages efficiently and accurately.

* Responsible for requests from staff regarding changing the status of their pagers.

* Responsible for announcement of pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies, often of a life threatening nature.

* Responsible for responding to all telephone requests for patient information, which may include handling of confidential information.

* Responsible for issuing loaner pagers and/or adding as well as deleting pagers to PHS paging system which includes updating PHS telephone directory and paging databases.

* Responsible for responding to requests from staff regarding department on call schedules.

* Responsible for handling answering service calls in an efficient and courteous manner.

* Escalates any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor.

* Must be confident and capable to assume the duties of the supervisor in the event of their absence.

* Responsible for handling any problem calls or situations that may arise in the office professionally and efficiently.

* Responsible for maintenance of on call schedules and answering service changes that occurs which includes a thorough knowledge of all staff rotating on call and that the information is kept current and accurate.

* Assists supervisor to ensure sufficient shift coverage for open positions and sick calls.

* Responsible for issuing loaner pagers or issuing new pagers for staff as necessary. This includes a thorough knowledge of the paging system as well as the emergency procedures in the event of loss of the paging system.

* May be required to work the overnight shift 11pm-7am unsupervised and alone.

* Responsible for initiating service calls to appropriate repair staff in the event the paging or telephone system ceases to function. This includes shutting down and restoring paging and answering service systems on line with the assistance from a technician.

* Complete knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures.

* 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 and responsibilities as assigned

Qualifications

* High School diploma or equivalent, type 35 wpm, with a minimum of two years calls center experience required.

* Previous training experience preferable. Medical Terminology helpful but not required.

* Good spelling and grammar skills. Must be able to read, write, speak and communicate in English fluently.

* Knowledge of Windows applications as well as a complete and thorough knowledge of all operating systems; i.e. Sonant, USA Mobility, Teledesk, and On-Line Telephone Directory.

* Complete knowledge of Disaster Plan in the event of system failures.

Skills for Success

* Able to work independently and be highly motivated with good inter-personal and phone skills.

* Commitment to demonstrate consistent outstanding leadership.

* Must be available to work flexible hours as needed for shift coverage.

* Confident to quickly assess situations and make reasonable judgement decisions.

* Must be able to prioritize rationally.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.