Mass General Brigham · 3 months ago
Senior Telecommunications Operator - On-Site
Boston, MA
Full-time
Onsite
Mid, Senior Level
$17.36/hr - $22.34/hr
2+ years expMass General Brigham is a not-for-profit organization that supports patient care, research, teaching, and community service. The Senior Telecommunications Operator is responsible for providing outstanding customer care in a multifunctional 24/7 medical call center, handling incoming and outgoing calls, paging requests, and ensuring efficient communication during emergencies.
Health CareHome Health CareMedical
Responsibilities
Responsible for handling incoming and outgoing calls in an expedient, efficient and courteous manner
Responsible for handling requests for paging as well as retrieval of pages efficiently and accurately
Responsible for requests from staff regarding changing the status of their pagers
Responsible for announcement of pager activation of all PHS Codes which includes internal and external disasters, infant abduction, medical, fire and safety emergencies, often of a life threatening nature
Responsible for responding to all telephone requests for patient information, which may include handling of confidential information
Responsible for issuing loaner pagers and/or adding as well as deleting pagers to PHS paging system which includes updating PHS telephone directory and paging databases
Responsible for responding to requests from staff regarding department on call schedules
Responsible for handling answering service calls in an efficient and courteous manner
Escalates any unusual or difficult problems with telephoned, the paging system or answering services to the supervisor
Must be confident and capable to assume the duties of the supervisor in the event of their absence
Responsible for handling any problem calls or situations that may arise in the office professionally and efficiently
Responsible for maintenance of on call schedules and answering service changes that occurs which includes a thorough knowledge of all staff rotating on call and that the information is kept current and accurate
Assists supervisor to ensure sufficient shift coverage for open positions and sick calls
Responsible for issuing loaner pagers or issuing new pagers for staff as necessary. This includes a thorough knowledge of the paging system as well as the emergency procedures in the event of loss of the paging system
May be required to work the overnight shift 11pm-7am unsupervised and alone
Responsible for initiating service calls to appropriate repair staff in the event the paging or telephone system ceases to function. This includes shutting down and restoring paging and answering service systems on line with the assistance from a technician
Complete knowledge of Disaster Plan, including Codes Amber and Pink, setting up the Command Center, Administrator on Call, and escalation procedures
Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
Other duties and responsibilities as assigned
Qualification
Required
High School Diploma or equivalent required
2+ years of call center experience required
Ability to type 35 wpm
Excellent spelling and grammar skills required
Exceptional written and verbal communication and comprehension abilities required
Preferred
Knowledge of Windows applications as well as a complete and thorough knowledge of all operating systems; i.e. Sonant, USA Mobility, Teledesk, and On-Line Telephone Directory strongly preferred
Previous training experience preferred
Knowledge of medical terminology helpful but not required
Benefits
Comprehensive benefits
Career advancement opportunities
Differentials
Premiums and bonuses
Recognition programs designed to celebrate your contributions and support your professional growth
Company
Mass General Brigham
Mass General Brigham specializes in providing medical treatments and health diagnostics services.
10001+ employees
H1B Sponsorship
Mass General Brigham has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (77)
2024 (61)
2023 (93)
2022 (70)
2021 (80)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
E
Erin Flanigan
SVP, Human Resources, Community, Specialty Hospital Division
O’Neil A. Britton
Chief Integration Officer, Executive Vice President
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