Senior Operator Communications Center Full Time BWH, Auckland

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 aims to provide outstanding customer care to every caller. This role ensures that the main number, page calls, and answering service business are answered in a consistent, efficient, and courteous manner. The Operator of Customer Service in this 24/7 on-site medical call center handles calls for the Main Listed Number, Patient Information, Paging, and Answering Service. The ideal candidate can seamlessly toggle between multiple screens and treats every caller as a welcome guest.Responsibilities Handle incoming and outgoing calls efficiently, courteously, and expediently. Process paging requests and retrieve pages accurately and efficiently. Manage requests from staff regarding changing the status of their pagers. Announce pager activations for all PHS Codes, including internal/external disasters, infant abduction, medical, fire, and safety emergencies.Respond to telephone requests for patient information, including handling confidential data. Issue loaner pagers, add or delete pagers in the PHS paging system, and update related directories and databases. Respond to staff requests concerning department on-call schedules. Handle answering service calls courteously and efficiently.Escalate complex problems to the supervisor. Confidently assume supervisor duties in their absence. Address any problems professionally and efficiently. Maintain on-call schedules and update answering service changes, ensuring accuracy and current information. Assist in ensuring shift coverage and manage sick calls.Issue and manage loaner or new pagers, understanding the emergency procedures for system loss. Work independently during overnight shifts if required. Initiate service calls for system repairs, including system shutdowns and restorations with technical support. Understand and implement the Disaster Plan, including Codes Amber and Pink and escalation procedures.Uphold Mass General Brigham values in decision-making and interactions, emphasizing Patients, Affordability, Accountability&Service, Decisiveness, Innovation&Thoughtful Risk, Diversity&Inclusion, Integrity&Respect, Learning, Continuous Improvement&Personal Growth, and Teamwork&Collaboration. Perform other duties as assigned. Qualifications High School diploma or equivalent; typing speed of 35 WPM; at least two years of call center experience. Previous training experience preferred; medical terminology knowledge helpful but not required. Excellent spelling and grammar skills.Exceptional written, verbal, and comprehension skills. Proficiency with Windows applications and operating systems like Sonant, USA Mobility, Teledesk, and Online Telephone Directory. Thorough knowledge of the Disaster Plan for system failures. Skills for Success Ability to work independently, motivated, with strong interpersonal and phone skills. Demonstrates consistent leadership, flexibility in working hours, quick situational assessment, and prioritization skills.Shifts required: Monday - Friday, 3 pm - 11:30 pm at BWH main campus, Francis St Boston. Mass General Brigham is an Equal Opportunity Employer committed to diversity and inclusion. We provide reasonable accommodations for individuals with disabilities throughout the employment process and beyond.#J-18808-Ljbffr