Brigham and Women’s Hospital
Supervisor Communications Center
Brigham and Women’s Hospital, Boston, Massachusetts, us, 02298
Job Description - Supervisor Communications Center (3306783)
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.About UsAt 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 enhance the equity and efficiency of healthcare delivery, and 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.Position Overview Position is a working supervisor who ensures that adequate and appropriate supervision is provided for call center operators and serves as a resource to all operators and the Training Coordinator.Responsibilities
Responsible for daily operation and organization of call center activities; ensures services are delivered in a consistent and credible fashion.Responsible for overall supervision of services provided by hospital call center operators including main number answering, paging system, and hospital emergency situations.Conducts traffic studies, service observations, and records staff as they process calls.Supervises and maintains on-call schedules, ensuring information is kept up-to-date and accurate 24/7.Issues loaner beepers or new beepers to physicians and staff as necessary, requiring extensive knowledge of the paging system.Provides up-to-date information and instruction to operators regarding hospital staff and services to maintain a high level of customer service.Interacts with hospital personnel to resolve matters arising from telephone or paging requests.Troubleshoots problems involving repair of telephone or paging equipment by contacting appropriate vendors and escalating to management if necessary.Handles problems, issues, and emergencies by following up with all levels of staff and escalating unusual situations to management.Responsible for editing the Mass General Brigham Phone Directory, placing unassigned entries into their respective departments, formatting departmental entries, and updating individual requests.Coordinates additional training for staff with the Senior Operator as needed.Works with the Employee Alert System and assists in training respective center's staff accordingly.Attends meetings and training courses for ongoing professional development.Performs other duties as assigned.Must be willing to be on-call for any given shift and work the 11:00 PM to 7:00 AM shift if necessary.Qualifications
High school education or equivalent with a minimum of two years call center/answering service experience required.Previous training experience preferred.Customer service experience required.Knowledge of medical terminology preferred.Exceptional written, verbal, comprehension, and in-person communication abilities required.Highly motivated with good interpersonal and telephone skills.Flexible in work hours.Ability to quickly assess situations and make sound decisions.Ability to prioritize rationally.Ability to work in a fast-paced environment.Knowledge of Windows applications such as Excel, Word, Access, necessary.Onsite Requirement Mon-Fri 3pm-1130pm at BWH main campus. Responsible for weekend/holiday scheduling. Must be willing to be on-call for any given shift and work the 11:00 PM to 7:00 AM shift if necessary.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.
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Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.About UsAt 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 enhance the equity and efficiency of healthcare delivery, and 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.Position Overview Position is a working supervisor who ensures that adequate and appropriate supervision is provided for call center operators and serves as a resource to all operators and the Training Coordinator.Responsibilities
Responsible for daily operation and organization of call center activities; ensures services are delivered in a consistent and credible fashion.Responsible for overall supervision of services provided by hospital call center operators including main number answering, paging system, and hospital emergency situations.Conducts traffic studies, service observations, and records staff as they process calls.Supervises and maintains on-call schedules, ensuring information is kept up-to-date and accurate 24/7.Issues loaner beepers or new beepers to physicians and staff as necessary, requiring extensive knowledge of the paging system.Provides up-to-date information and instruction to operators regarding hospital staff and services to maintain a high level of customer service.Interacts with hospital personnel to resolve matters arising from telephone or paging requests.Troubleshoots problems involving repair of telephone or paging equipment by contacting appropriate vendors and escalating to management if necessary.Handles problems, issues, and emergencies by following up with all levels of staff and escalating unusual situations to management.Responsible for editing the Mass General Brigham Phone Directory, placing unassigned entries into their respective departments, formatting departmental entries, and updating individual requests.Coordinates additional training for staff with the Senior Operator as needed.Works with the Employee Alert System and assists in training respective center's staff accordingly.Attends meetings and training courses for ongoing professional development.Performs other duties as assigned.Must be willing to be on-call for any given shift and work the 11:00 PM to 7:00 AM shift if necessary.Qualifications
High school education or equivalent with a minimum of two years call center/answering service experience required.Previous training experience preferred.Customer service experience required.Knowledge of medical terminology preferred.Exceptional written, verbal, comprehension, and in-person communication abilities required.Highly motivated with good interpersonal and telephone skills.Flexible in work hours.Ability to quickly assess situations and make sound decisions.Ability to prioritize rationally.Ability to work in a fast-paced environment.Knowledge of Windows applications such as Excel, Word, Access, necessary.Onsite Requirement Mon-Fri 3pm-1130pm at BWH main campus. Responsible for weekend/holiday scheduling. Must be willing to be on-call for any given shift and work the 11:00 PM to 7:00 AM shift if necessary.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.
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