Operator, Comm Center 1
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POST DATE 11/3/2019
END DATE 12/31/2019
JOB DESCRIPTIONABOUT US:
As a not-for-profit organization, Partners HealthCare is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Womens Hospital and Massachusetts General Hospital, Partners HealthCare supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
Were focused on a people-first culture for our systems patients and our professional family. Thats why we provide our employees with more ways to achieve their potential. Partners HealthCare is committed to aligning our employees personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal developmentand we recognize success at every step.
Our employees use the Partners HealthCare 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.
DUTIES AND RESPONSIBILITIES:
Handling 300-500 incoming and outgoing calls per shift in an expedient, efficient and courteous manner using the prescribed phraseology.
Processing calls for the Main Listed Number, Patient Information, Paging, and Answering Service.
Responding to requests to page staff members as well as retrieval of executed pages.
Changing the current paging status as requested by the holder of the pager.
Maintaining the ability to multi-task and toggle between multiple screens seamlessly.
Knowledge of various Codes and their procedures. These Codes include: medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature.
Responding to all telephone inquiries for patient information which may include handling confidential information.
Responding to requests from staff regarding department on-call schedules.
Handling answering service calls in an efficient and courteous manner using prescribed guidelines.
Understanding when to escalate any unusual or difficult problems with callers, telephones, paging system or answering service to the supervisor.
All other duties and responsibilities as assigned.
HS diploma or equivalent, type 35 wpm, knowledge of Windows applications
Phone-based customer service and/or call center experience required, hospital/medical environment preferred
Knowledge of medical terminology preferred
Ability to thrive in a fast-paced medical environment.
Excellent spelling and grammar skills. Must be able to read, write and speak in English fluently
Partners HealthCare 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 law.