Customer Service Representative / Inbound Call Center

Benefits

Additional Information

If you are an existing employee of South Shore Health then please apply through the internal career site. Requisition Number: R-22499 Facility: LOC0011 - 85 Columbian Street85 Columbian Street Weymouth, MA 02190 Department Name: SHS Customer Contact Center Status: Part time Budgeted Hours: 20 Shift: Evening (United States of America) Customer Service Representatives represent South Shore Hospital, and Answering Service clients by answering live telephone calls professionally, accurately, and efficiently. CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios. Evenings (3:00pm-11:30pm), every other weekend (Saturday & Sunday Required) and every other company observed holiday Compensation Pay Range: $16.16 - $21.75 1 - Manages internal and external calls for South Shore Hospital and the Brigham and Women / Dana Farber's Cancer Center in Clinical Affiliation with South Shore Hospital. a - Knowledge of departments and their functions to enable the intelligent and accurate management of caller's needs and inquiries to distribute to the appropriate location. b - Provides way-finding to the facility, to internal departments and off-site affiliates . c - Accurately manages on- call coverage for departments / specialties within the clinical paging reference tool d - When necessary, locates medical and support staff through the Paging System and/or relays messages via alpha-numeric pager, verbally or via email/fax. e - Provides Physician Referrals to the community for PCPs and Medical Specialists by matching zip code, gender preference and medical need of the callers. f - Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues. g - Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed. h - Consult procedures, terminology, and appropriate dispatching to physicians. i - Answers and assists users with the conference bridge process. 2 - Provides call support, customer care, and emergency notifications for Answering Service clients including Physician offices and Internal Departments. a - Provides consistently clear, accurate, timely information to all callers as described in client profiles. b - Provides messages management for clients including dispatching, delivery confirmation and follow-up as required by specific client preferences at all times. c - Manages, and accurately updates client on-call schedules. d - Works with internal departments to provide real-time updates to modifications in client on-call schedules. e - Provides way-finding to client practices by referencing on-line tools. f - Displays an understanding/sensitivity of each client's unique customer culture and has a concrete understanding of that client's function in order to represent the client in an intelligent and professional manner. g - Ensures accurate messaging / paging information by confirming spelling of callers first/last name, phone number, DOB, and primary care physician. h - Follows established customer service standards and requirements. i - Ultracomm Faxing Monitoring for client message delivery status, reporting and escalation of major/minor alarms as needed. j - Acts as the front-line liaison for all internal Brigham and Women's Cancer Center in Clinical Affiliation with South Shore Hospital departments and South Shore Hospital's Engineering Services, Nutrition and Food Services, Birthing Unit, Pediatric Meal Service, Maternity Services. Demonstrates knowledge of these department functions and caller needs. 3 - Provides class/program registration for all Brigham and Women's Cancer Center in Clinical Affiliation with South Shore Hospital educational programs and South Shore Hospital's Community Benefits Programs. a - Demonstrates knowledge of program details and is able to intelligently and professionally represent the program. b - Registers by collecting/confirming demographics including name, address, telephone and email. c - Based on caller interest, offer additional programs and classes that may benefit caller. d - Overall knowledge of all programs / services offered through our Community Benefits Programs. 4 - Monitors alarm systems and code systems a - Adheres to department procedures in relation to the notification of personnel during various alarm types. b - Knowledge of various Codes and adherence to their procedures including medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature. c - Mastery of HICS process, on-call management and notification procedures in the event of activation. d - Knowledge of SNAP communication tool, ability to activate, track response and ability to educate end-users on use. e - Mastery of Red Alert activation / monitor alert response and update appropriate person as needed dependent upon co