Site: Wentworth-Douglass Hospital

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

Job Summary

Efficiently answers multi-line switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Coordinates requests for auxiliary aides and services to ensure effective communication.  Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls. Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results. 

 

1.    Performs the duties of Switchboard Operator

a.    Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
b.    Promptly and courteously answers questions from the public and provides general information.
c.    Updates and maintains contact lists, including changes to provider on-call sheets.
d.    Knowledgeable of answering service procedures and related tasks.
e.    Accurately utilizes communication logbook and maintains filing systems according to department standards.
f.    Participates in training of switchboard new hires.
g.    Performs all other duties as assigned or requested by manager.

2.    Performs procedures for clinical codes and non-clinical emergency situations

a.    Responds efficiently and accurately to emergency codes, including code phone and Hill-Rom, following designated procedures related to STAT C-sections, STEMI’s, Stroke Team, and Trauma Team activations, among others.
b.    Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.
c.    Ability to readily access procedures for Command Center Activations.
d.    Handles switchboard processes for all other emergency alarms, codes, or disaster incidents.

3.    Demonstrates proficient computer and paging skills

a.    Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams.
b.    Responds promptly to email requests through Microsoft Outlook.
c.    Proficiently utilizes Switchboard phone and paging systems, as well as WDH computer applications and systems.
d.    Demonstrates robust knowledge of operator’s resources and telecommunications resources.
e.    Has knowledge of Smart Notice Notification System, pagers, basic pager functions, group paging, status change, and back up paging.

4.    Coordinates requests for auxiliary aides and services to ensure effective communication

a.    Coordinates on-site American Sign Language (ASL) and Limited English Patients (LEP) Interpreters.
b.    Provides appropriate "Effective Communication" devices and services upon demand.
c.    Communicates interpreter services calendar appointment details when requested.

5.    Demonstrates exceptional customer service skills

a.    Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills.
b.    Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service. 
c.    Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers.

•    High School diploma.

Minimum Experience Required
•    Six months of customer service experience in a high volume, fast paced professional setting. 

Experience Preferred/Desired
•    One year switchboard/multi-line phone experience in a hospital or medical facility.
•    Call center experience or dispatch experience desired.

Education Preferred/Desired

•    Associate degree.

Minimum Special Skills Required
•    Ability to de-escalate difficult calls.
•    Strong computer skills including knowledge of Microsoft Office and data entry. Strong, reading, writing, keyboarding, computer, and communication skills.
•    Excellent interpersonal skills.
•    Ability to multitask to ensure efficiency without compromising high-level accuracy and professionalism.
•    Ability to work independently and in a team environment
•    Strong communication skills, both written and verbal.

Special Skills Preferred/Desired 
•    Knowledge of medical terminology and hospital operations

 

Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community.  We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

 

Onsite

 

789 Central Avenue

 

0

 

Per Diem

 

Rotating (United States of America)

 

Pay Range

$17.71 - $20.82/Hourly

 

Grade

1

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

1810 Wentworth-Douglass Hospital is an Equal Opportunity Employer. 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. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework