📌 Core Information
🔹 Job Title: Senior Operator, Communications Center (Full Time, BWH)
🔹 Company: Mass General Brigham
🔹 Location: Boston, MA (75 Francis Street, Tower)
🔹 Job Type: Full Time
🔹 Category: Healthcare
🔹 Date Posted: May 9, 2025
🔹 Experience Level: Intermediate (2-5 years)
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Providing exceptional customer care to callers
- Handling a high volume of incoming and outgoing calls efficiently
- Managing patient information requests and paging services
- Ensuring accurate on-call schedules and maintaining confidentiality
- Collaborating with various teams and departments to resolve issues
ASSUMPTION: This role requires strong communication skills, multitasking, and the ability to work independently in a fast-paced environment.
📋 Key Responsibilities
✅ Handle incoming and outgoing calls, ensuring efficient and courteous service
✅ Manage patient information requests and paging services accurately and confidentially
✅ Maintain up-to-date on-call schedules and departmental on-call information
✅ Handle answering service calls and escalate unusual or difficult problems to the supervisor
✅ Respond to emergencies, disasters, and code activations, following established protocols
✅ Maintain knowledge of all operating systems, including Sonant, USA Mobility, Teledesk, and the Online Telephone Directory
✅ Assist the supervisor in ensuring sufficient shift coverage and maintaining accurate records
✅ Work flexible hours, including evenings, weekends, and holidays as needed
ASSUMPTION: This role may require working overnight shifts unsupervised and alone.
🎯 Required Qualifications
Education: High school diploma or equivalent
Experience: Minimum of two years of call center experience required
Required Skills:
- Excellent spelling, grammar, and communication skills
- Knowledge of Windows applications and various operating systems
- Strong problem-solving skills and the ability to make reasonable judgments
- Ability to work independently and multitask in a fast-paced environment
- Familiarity with medical terminology (helpful but not required)
Preferred Skills:
- Previous training experience in a call center or healthcare setting
- Bilingual or multilingual proficiency
ASSUMPTION: Candidates with previous call center experience and familiarity with medical terminology may have an advantage in this role.
💰 Compensation & Benefits
Salary Range: $35,000 - $45,000 per year (based on industry standards for similar roles in Boston)
Benefits:
- Health, dental, and vision insurance
- Retirement savings plan with employer contribution
- Generous paid time off and holidays
- Tuition reimbursement and professional development opportunities
- Employee discounts and wellness programs
Working Hours: Monday - Friday, 3:00 PM - 11:30 PM (BWH main campus, Francis St, Boston)
ASSUMPTION: Salary range is an estimate based on industry standards for similar roles in Boston. Actual salary may vary based on experience and performance.
📌 Applicant Insights
🔍 Company Context
Industry: Mass General Brigham is a leading healthcare provider and academic medical center, offering a full continuum of care across various facilities and services.
Company Size: Mass General Brigham is a large organization with over 10,000 employees, providing ample opportunities for growth and collaboration.
Founded: Mass General Brigham was founded in 1994 through the merger of two prominent healthcare organizations, Massachusetts General Hospital and Brigham and Women's Hospital.
Company Description:
- Mass General Brigham is committed to providing exceptional patient care, conducting innovative research, and educating future healthcare professionals.
- The organization is dedicated to improving the health and well-being of its communities through its mission to advance the care of patients, research, teaching, and service to the community.
- Mass General Brigham is a nonprofit organization that values diversity, inclusion, and collaboration among its employees.
Company Specialties:
- Healthcare services and delivery
- Medical research and innovation
- Education and training of healthcare professionals
- Community health and wellness initiatives
Company Website: Mass General Brigham
ASSUMPTION: Mass General Brigham's large size and diverse range of services provide numerous opportunities for career growth and development.
📊 Role Analysis
Career Level: This role is an intermediate-level position within the healthcare industry, offering opportunities for growth and advancement.
Reporting Structure: The Senior Operator, Communications Center reports directly to the Supervisor, Call Center Operations.
Work Arrangement: This is an on-site, full-time position with a scheduled workweek of 40 hours. The role may require working flexible hours, including evenings, weekends, and holidays as needed.
Growth Opportunities:
- Advancement to supervisory or management roles within the call center or related departments
- Cross-training and skill development opportunities within the organization
- Career progression into other healthcare or administrative roles
ASSUMPTION: Employees at Mass General Brigham have access to various professional development and training opportunities to support their career growth.
🌍 Location & Work Environment
Office Type: The main office is located at 75 Francis Street, Boston, MA (Tower).
Office Location(s): The main office is located in the heart of Boston, with additional facilities throughout the Greater Boston area.
Geographic Context:
- Boston is a vibrant, multicultural city with a rich history and numerous attractions
- The city offers a mix of urban and suburban living options, with easy access to public transportation
- Boston has a humid continental climate, with warm summers and cold, snowy winters
Work Schedule: The work schedule for this role is Monday - Friday, 3:00 PM - 11:30 PM, with the possibility of working overnight shifts unsupervised and alone.
ASSUMPTION: The work environment at Mass General Brigham is fast-paced, collaborative, and focused on providing exceptional patient care and customer service.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the hiring manager
- In-person or virtual interview with the hiring manager and a team member
- Background check and reference verification
- Job offer and onboarding
Key Assessment Areas:
- Communication and interpersonal skills
- Problem-solving abilities
- Attention to detail and multitasking skills
- Knowledge of Windows applications and relevant operating systems
- Familiarity with medical terminology (helpful but not required)
Application Tips:
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role
- Demonstrate your ability to work independently and manage multiple tasks in a fast-paced environment
- Showcase your strong communication and problem-solving skills
- Prepare for behavioral interview questions that focus on your experience handling difficult customers or situations
ATS Keywords: Customer Service, Communication, Medical Terminology, Problem Solving, Leadership, Time Management, Attention to Detail, Multi-tasking, Technical Skills, Disaster Management, Teamwork, Flexibility, Interpersonal Skills, Judgment, Adaptability, Confidentiality
ASSUMPTION: Mass General Brigham uses an Applicant Tracking System (ATS) to manage job applications, so including relevant keywords in your resume can help improve your chances of being selected for an interview.
🛠️ Tools & Technologies
- Windows applications
- Sonant, USA Mobility, Teledesk, and Online Telephone Directory operating systems
- Paging and answering service systems
ASSUMPTION: Familiarity with the listed tools and technologies is essential for success in this role.
👔 Cultural Fit Considerations
Company Values:
- Patients: Providing exceptional care and service to patients and their families
- Affordability: Delivering high-quality, affordable care to all patients
- Accountability & Service Commitment: Holding ourselves accountable for our actions and decisions, and committed to providing exceptional service to our patients, colleagues, and communities
- Decisiveness: Making data-driven decisions and taking calculated risks to improve patient care and outcomes
- Innovation & Thoughtful Risk: Fostering a culture of innovation and continuous improvement, while managing risks thoughtfully
- Diversity & Inclusion: Valuing and promoting diversity, equity, and inclusion in all aspects of our work
- Integrity & Respect: Acting with integrity and respect in all our interactions with patients, colleagues, and communities
- Learning, Continuous Improvement & Personal Growth: Fostering a culture of learning and continuous improvement, and supporting the personal and professional growth of our employees
- Teamwork & Collaboration: Working collaboratively and effectively with our colleagues to achieve our shared goals
Work Style:
- Fast-paced and dynamic work environment
- Collaborative and team-oriented culture
- Focus on continuous improvement and innovation
- Strong emphasis on customer service and patient care
Self-Assessment Questions:
- How do you handle difficult or upset customers, and what steps do you take to resolve their issues?
- Can you provide an example of a time when you had to multitask and prioritize multiple projects or responsibilities simultaneously?
- How do you maintain confidentiality and professionalism when handling sensitive patient information?
ASSUMPTION: Mass General Brigham values employees who demonstrate strong communication skills, adaptability, and a commitment to exceptional patient care and customer service.
⚠️ Potential Challenges
- Handling a high volume of incoming and outgoing calls efficiently and courteously
- Managing multiple tasks and priorities in a fast-paced environment
- Working flexible hours, including evenings, weekends, and holidays as needed
- Dealing with difficult or upset customers and resolving their issues professionally
- Maintaining confidentiality and professionalism when handling sensitive patient information
ASSUMPTION: These challenges require strong communication skills, multitasking abilities, and the ability to work independently in a fast-paced environment.
📈 Similar Roles Comparison
- This role differs from other call center positions in its focus on healthcare and medical terminology
- Industry-specific context: The healthcare industry is dynamic and fast-paced, with a strong emphasis on customer service and patient care
- Career path comparison: This role offers opportunities for growth and advancement within the healthcare industry, with potential career paths including supervisory or management roles, cross-training, and skill development opportunities
ASSUMPTION: This role is unique in its focus on healthcare and medical terminology, providing a distinct career path within the call center industry.
📝 Sample Projects
- Implementing a new paging system to improve efficiency and accuracy in handling emergency situations
- Developing and implementing a training program for new call center employees to ensure consistent and exceptional customer care
- Streamlining on-call scheduling processes to improve accuracy and reduce errors
ASSUMPTION: These sample projects demonstrate the diverse range of responsibilities and initiatives that a Senior Operator, Communications Center may be involved in at Mass General Brigham.
❓ Key Questions to Ask During Interview
- What are the most challenging aspects of this role, and how can I best prepare to succeed in them?
- How does this role contribute to the organization's mission and goals, and what are the key priorities for the first 90 days?
- What opportunities are there for growth and development within the call center or related departments?
- How does the organization support work-life balance for its employees, particularly those working flexible hours?
- What steps does the organization take to ensure the confidentiality and security of patient information?
ASSUMPTION: These questions demonstrate your interest in the role and the organization, and provide valuable insights into the work environment and career growth opportunities.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the following link: Mass General Brigham Career Portal
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role
- Prepare for behavioral interview questions that focus on your experience handling difficult customers or situations
- If selected for an interview, be prepared to discuss your availability for flexible hours, including evenings, weekends, and holidays as needed
- Follow up with the hiring manager one week after submitting your application to inquire about the status of your application
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
