Req#: R40417
Category(s): Administrative Support, Customer Service
Full Time / Part Time: Full-Time
Shift: First

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum – Midpoint – Maximum

$20.38 – $23.43 – $27.53

 

 

Summary: 

Schedule: 40hrs a week; Hours between 11a-11pm; days vary.

Location: Whitney Ave, Holyoke MA; Onsite

Under limited supervision, the Lead Client Service Specialist receives & assesses requests from all major constituencies: patients, families, physicians, vendors and staff. Analyzes request and provides accurate triage using approved processes. Dispatch critical codes. Provides courteous assistance and support to patients, visitors, internal customers as well as key contacts in a 24 hour by 7 day a week setting. Adheres to system and department compliance policies, and any applicable laws and regulations.In the absence of the Supervisor, will oversee the day to day activities of the work group. Communicate effectively with subordinates, peers and management. Provides direction, training and leads work group in a collaborate effort

Job Responsiblities: 

1) Knowledge of communication equipment such as pagers, messaging software, and computers

2) Relay messages, complaints or concerns of clients and staff to supervisor in a timely fashion.

3) Paging subscribers for internal and external clients

4) Activates emergency code teams, disaster response team as well as stat pages

5) Accepts, manages, and thrives in a changing environment

6) Handles day to day paging issues

7) Does not participate in gossip, allows gossip, and or negative comments

8) Leads by example

9) Complies with office guidelines

10) Provide outstanding customer service to internal and external customers

11) Is committed to excellence, communication, and professionalism

12) Gives and accepts feedback, gathers, relays and responds to information with clarity

13) Demonstrates sensitivity and negotiation skills

14) Trains & mentors other team members

15) Ensures compliance with office guidelines

Required Work Experience: 

1) None

Preferred Work Experience: 

1) Greater than 5 years Customer Service or Telephone Operator experience

Skills and Competencies: 

1) Computer Skills

Education:

Non-Graduate (Required)

Certifications:

Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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