Site: Wentworth-Douglass Hospital

 

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, 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 a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

 

 

Job Summary

The Telecommunications Operator is responsible for ensuring effective communication within the hospital environment, supporting staff, patients, and visitors. This role primarily focuses on operating the hospital's phone system, relaying messages, answering inquiries, and providing information. The operator also ensures that emergency calls and codes are handled quickly and accurately, contributing to the smooth functioning of hospital operations.

 

Qualifications

Operate the hospital’s telecommunications system, including answering incoming calls, making outgoing calls, and routing calls to appropriate departments.Relay emergency codes, pages, and other critical messages promptly and accurately.Provide assistance to hospital staff, patients, and visitors by answering queries and directing them to the appropriate resources.Maintain accurate records of communication and calls, including documenting emergencies and urgent messages.Assist with handling patient requests for information and service.Coordinate with security, facilities management, and medical teams to relay information regarding emergencies, maintenance, and other urgent situations.Ensure that equipment is functioning properly and report any issues or malfunctions.Follow established protocols to prioritize emergency calls and other critical communications.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Experience
Customer service or call-center experience 2-3 years preferred

Knowledge, Skills and Abilities
- Good inter-personal and phone skills.
- Commitment to demonstrate consistent outstanding customer service.
- Confident to quickly assess situations and make reasonable judgement decisions.
- Must be able to prioritize rationally.

 

Additional Job Details (if applicable)

 

Remote Type

Onsite

 

Work Location

789 Central Avenue

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Rotating (United States of America)

 

EEO Statement:

Wentworth-Douglass Hospital 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. 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.

 

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.