Customer Service Representative / Inbound Call Center

Job Requirements Requisition Number: R-22499 Facility: LOC0011 - 85 Columbian Street, Weymouth, MA 02190 Department Name: SHS Customer Contact Center Status: Part time Budgeted Hours: 20 Shift: Evening (3:00 pm-11:30 pm), every other weekend (Saturday & Sunday Required) and every other company observed holiday Compensation: $16.16 - $21.75 per hour Responsibilities Mentages internal and external calls for South Shore Hospital and Brigham and Women / Dana Farber's Cancer Center in Clinical Affiliation with South Shore Hospital. Knowledge of departments and their functions to enable the intelligent and accurate management of caller’s needs and inquiries. Provides way‑finding to the facility, internal departments and off‑site affiliates. Accurately manages on‑call coverage for departments/specialties within the clinical paging reference tool. When necessary, locates medical and support staff through the paging system and/or relays messages via alpha‑numeric pager, verbally or via email/fax. Provides physician referrals to the community for PCPs and medical specialists by matching zip code, gender preference and medical need of the callers. Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues. Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed. Consult procedures, terminology and appropriate dispatching to physicians. Answers and assists users with the conference bridge process. Provides call support, customer care and emergency notifications for answering service clients including physician offices and internal departments. Sometimes provides consistently clear, accurate, timely information to all callers as described in client profiles. Provides message management for clients including dispatching, delivery confirmation and follow‑up as required by specific client preferences. Manages and accurately updates client on‑call schedules. Works with internal departments to provide real‑time updates to modifications in client on‑call schedules. Provides way‑finding to client practices by referencing online tools. Displays an understanding/sensitivity of each client’s unique customer culture and represents the client in an intelligent and professional manner. Ensures accurate messaging and paging information by confirming spelling of callers first/last name, phone number, DOB, and primary care physician. Follows established customer service standards and requirements. Monitors faxing and reports and escalates alarms as needed. Acts as the front‑line liaison for all internal Brigham and Women’s Cancer Center departments and South Shore Hospital’s support services, demonstrating knowledge of caller needs. Provides class/program registration for all Brigham and Women’s Cancer Center educational programs and South Shore Hospital’s Community Benefits Programs. Demonstrates knowledge of program details and represents the program professionally. Registers by collecting/confirming demographics such as name, address, telephone and email. Based on caller interest, offers additional programs and classes that may benefit the caller. Possesses overall knowledge of all programs and services offered through the Community Benefits Programs. Monitors alarm systems and code systems. Adheres to department procedures related to notification of personnel during various alarm types. Possesses knowledge of various codes and adheres to their procedures, including medical, fire, internal and external disaster and safety emergencies. Mastery of HICS process, on‑call management and notification procedures in the event of activation. Knowledge of SNAP communication tool and ability to activate, track response and educate end‑users on use. Mastery of Red Alert activation/monitoring and updates appropriate personnel as needed. Understands and can assume Systems Information Coordinator (SIC) role during activation. Can deploy/track emergency communication tools such as contingency phones, wireless phones and pagers. Can calmly communicate during crisis situations. Monitors 1Call alerts, reports and escalates issues as needed. Monitors and reports telephone switch alerts to technical engineers. Actively participates in Information Center Continuing Education programs. Attends monthly continuing education sessions. Completes all associated measurement tools and learning exercises. Completes all monthly emergency preparedness education tasks. Under the guidance of the manager and customer service trainer, participates in feedback programs to further develop customer service skills, system, and process enhancements. Demonstrates technical knowledge to support common Customer Support Center calls during peak call volume and after‑hour calls. Intelligently guides callers through Windows password reset procedures. Intelligently guides callers through PC reboot process and basic technical knowledge of when to do so. Triages after‑hour help requests, determining priority of technical issues and escalating to on‑call technician as needed. Executes technology escalation and outage communication when required. Information Center disaster recovery procedures. Operates canamex system for normal and critical paging communication during downtime/outages. Operates downtime redundancy telephone system, including appropriate login and mastery of manual answer/transfer operation. Executes evacuation procedures to a redundancy site during code system downtime communications, relocates physically to the redundancy site and returns to normal operations per standard. Can transition to power‑failure phones during a telephone outage and properly communicate outage to end users. Operates computer‑based redundancy system for directory and pager reference during Infinity downtime or outage. Has complete knowledge base of all downtime/outage resources to determine which systems to utilize for particular events. Technology and Learning. Participates in continued learning and possesses a willingness to learn and utilize new technology and procedures that continue to develop in the role and throughout the organization. Embraces technological advances that allow efficient and effective communication of information. Qualifications Minimum Education: High school curriculum. Preferred: Equivalent to high school curriculum. Minimum Work Experience: Customer service experience required; healthcare experience preferred. Required Skills and Abilities: Ability to thrive in a fast‑paced medical environment. Excellent spelling, communication and grammar skills. Multi‑tasking ability and toggle between multiple screens seamlessly. Typing/data entry (30 wpm) and working knowledge of Windows/Microsoft Office Suite. Medical terminology knowledge preferred. Schedule: Evenings (3:00 pm-11:30 pm), every other weekend (Saturday & Sunday required) and every other company observed holiday. For benefit information, please refer to the South Shore Health Benefits portal. #J-18808-Ljbffr