Supervisor Communications Center

About Us

At 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 not only enhance the equity and efficiency of healthcare delivery, but it will also 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. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Position is a working supervisor who ensures that adequate and appropriate supervision is provided for call center operators. Serves as a resource to all operators and Training Coordinator.

Principal Duties & 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.

• Responsible for conducting traffic studies, service observations, and recording staff as they process calls.

• Supervises and maintains on-call schedules, which includes a thorough knowledge of all staff rotating on-call. Must ensure information is kept up-to-date and accurate 24 hours a day, 7 days a week.

• Issues loaner beepers or new beepers to physicians and staff as necessary. This requires extensive knowledge of the complexities of the paging system so that data entry information is accurate.

• Provides up-to-date information and instruction to operators regarding hospital staff and services in order to maintain a high level of customer service.

• Interacts with hospital personnel in resolving matters that arise in handling telephone or paging requests.

• Troubleshoots problems involving repair of telephone or paging equipment by contacting the appropriate equipment vendors and escalating to manager if necessary.

• Handles all problems, issues, and emergencies by following up with all levels of staff including senior management, physicians, etc., and escalating to manager any unusual/difficult situations that may arise.

• The Supervisor is also responsible for being able to edit the Mass General Brigham Phone Directory placing unassigned entries into their respective departments, formatting departmental entries, and updating individual requests as they are sent for editing.

• Coordinating additional training for staff with the Senior Operator as needed.

• Work with the Employee Alert System and assist in training each respective center's staff accordingly with the help of the Senior Operator so that the Supervisor's staff is adequately trained in the process of contacting staff.

• Attends meetings and training courses as recommended for ongoing professional development.

• Performs other duties as assigned.

• 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

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Qualifications

Qualifications

• High school education or equivalent with minimum two years call center/answering service experience required.

• Previous training experience preferred.

• Customer service experience required.

• Knowledge of Medical terminology preferred.

• Must have exceptional written, verbal. comprehension and in person communication abilitie

Skills/Abilities/Competencies

• Must be highly motivated with good inter-personal and telephone skills.

• Must be flexible in work hours.

• Ability to quickly assess situations and make sound decisions.

• Must be able to prioritize rationally

• Ability to work in a fast-paced environment.

• Strong multi-tasking skill

• Excellent organizational skill

• Knowledge of Windows applications such as Excel, Word, Access, necessary

Onsite Requirement

Mon-Fri 3pm-1130pm 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.

EEO Statement

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.