Job Description

Randstad in partnership with Mass General & Brigham is currently seeking an call operator that 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.

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. “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

Qualifications:

• 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.

Skills/Abilities/Competencies:

• 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 be able to read, write and speak in English fluently.

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