Information Coordinator at Partner's Healthcare in Boston, Massachusetts

Job Description:

Site: Massachusetts Eye and Ear Infirmary


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
The Information Coordinator plays a critical role in ensuring phone calls from patients, departments, providers, vendors and outside clinical entities are processed timely and efficiently by answering questions, transferring calls or paging appropriate individuals. This position requires a detail-oriented individual who can calmly work under pressure while providing exceptional service. Under the direction and supervision of the Manager of Guest Services, the Information Coordinator provides general information, monitors alarms and implements emergency protocols through a multi-line phone system using proper telephone etiquette and following authorized procedures. This is an essential role within the organization, staff are expected to report to work during state emergencies including but not limited to inclement weather and when required by the manager.


ESSENTIAL FUNCTIONS:


• Responds efficiently and accurately to emergency codes, including code phone, following designated procedures related to STAT Team activations, among others.


• Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.


• Ability to readily access procedures for Command Center Activations.


• Handles switchboard processes for all other emergency alarms, codes, or disaster incidents.


• Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams.


• Responds promptly to email requests through Microsoft Outlook.


• Proficiently utilizes Switchboard phone and paging systems, as well as Epic.


• Demonstrates robust knowledge of operator's resources and telecommunications resources.


• Has knowledge of pagers, basic pager functions, group paging, status change, and back up paging.


• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.


• Promptly and courteously answers questions from the public and provides general information.


• Participates in training of new hires.


• Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills.


• Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.


• Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers.


• Performs all other duties as assigned or requested by manager.



Qualifications

• High School Diploma/GED required


• Requires a professional, service-oriented individual with strong organizational skills and sound judgment.


• An independent thinker with the ability to work under limited supervision.


• Experience with multi-line phone system or switchboard in a hospital or medical facility is preferred.

WORKING CONDITIONS: Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a PC. This is an essential employee role. During a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.



ADDITIONAL DETAIL: High volume of telephone work with patients, clinical staff and colleagues. Professional business attire is required. Strong interpersonal skills, ability to multi-task and ability to de-escalate difficult conversations are necessary skill sets. Because this position is integral to all communication methods within the Hospital and the Hospital is always open, the Information Coordinator must be prepared to work outside his/her scheduled hours when required by the Manager.



Additional Job Details (if applicable)



Remote Type


Onsite



Work Location


243-245 Charles Street



Scheduled Weekly Hours


16



Employee Type


Regular



Work Shift


Night (United States of America)



EEO Statement:


Massachusetts Eye and Ear Infirmary is an Affirmative Action 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 law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.



Mass General Brigham Competency Framework


At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Apply Now