Job Information
Beth Israel Lahey Health Customer Service Rep in Winchester, Massachusetts
Job Type: Regular
Time Type: Part time
Work Shift: Evening (United States of America)
FLSA Status: Non-Exempt
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
Responsible for representing Winchester Hospital, Satellite facililties, and The Physicians Answering Service customers to the public, patients, and internally in a busy environment processing approximately 90,000 calls per month.
Job Description:
PRINCIPAL FUNCTIONS:
Exemplifies Winchester Hospital’s values and Service Excellence standards. Commits to making every encounter with our patients, patients’ family, co-workers, physicians and other customers the best that it can be.
Complies with all Hospital policies and the Code of Business Conduct. Takes responsibility for own safety as well as the safety of patients, patients’ family, co-workers, physicians and other customers.
Operation of PC windows based computers and related equipment by answering and completing external and internal calls for Winchester Hospital, and Answering Service customers. Responsible for answering and process internal operator dial “0” calls.
Monitoring of medical and non-medical emergency alarm system. Knowledge and familiarity with various emergency codes and unique dispatch processes based on hospital site involving critical and sometimes life or death patient care emergencies and doing so in a timely manner with a high accuracy rate.
Provide 24/7 and after hours answering service call answering for a customer base of approximately of 200 physicians. Responsible to know the unique protocols of staff with regard to answering service coverage. Paging, messaging, and coordinating the information flow to on-call staff from critical patient care callers in a timely manner. Customer Service Representatives have knowledge to follow guidelines and Protocols.
Continually update answering service staff changes and locating providers. Document complaint and incident calls for coordinator and reslove according to procedure.
Utilize and have knowledge of overhead paging system in the hospital. Perform overhead paging to locate physicians and announcing emergency code response plans and doing so in a timely manner as to not impact patient care.
Assist patient and staff with long distance dialed calls. Answer and provide directional assisstant for patients, visitors, and staff for Winchester Hospital. Document and process physician consults. Update status for physicians and staff. Answer, transfer, and process patient information calls for hospital.
Answer and forward telephone repair calls to appropriate technician staff.
Perform pager repairs, programming, training and assist pager usesrs with operational and emergency procedures in absence of Telecommunications Coordinator or Director.
Maintain familiarity and responsible to implement a variety of disaster recovery plans in the event of equipment and/or system failures.
Assist Telecommunications department on special projects as needed.
Participates in the following: a. Mandatory training requirements as per hospital/unit policies b. Continuing education/inservices to enhance knowledge c. Staff meetings d. Performance improvement initiatives e. Orientation of new staff, students and/or volunteers
Education: High school diploma preferred.
Experience: No information provided
License/Certification(s): None Required
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled