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Customer Service Rep (Switchboard Operator) 40hrs - Days

Winchester, Massachusetts

Organization Facility: Winchester Hospital Category: Customer Service Job ID: JR9927 Date posted: 03/10/2023
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When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Responsible for representing Winchester Hospital, satellite facilities, and The Physicians Answering Service customers to the public, patients, and internally in a busy environment.

Job Description:

  • Required:

    *High School Diploma or equivalent

    *Must be able to type a minimum of 30 words per minute


    *Previous customer and answering service

    *Experience in a busy inbound call center

    *Excellent communication skills

    *Excellent interpersonal skills

    *Ability to interact with various levels of management


1.    Commits to making every encounter with our patients, patient's family, co-workers, physicians and other customers the best that it can be.

2.    Operates PC Windows-based computer and related equipment by answering and completing external and internal calls. 

3.    Monitors medical and non-medical emergency alarm system. Processes various emergency codes and unique dispatch processes based on hospital site involving critical care emergencies.

4.   Responsible for learning the unique protocols of staff with regard to answering service coverage. Pages, messages, and coordinates the information flow to on-call staff  from critical patient care callers in a timely manner.

5.    Continually updates answering service staff changes.  Documents complaint and incident calls for coordinator.

6.    Performs overhead paging to locate physicians and announce emergency code response plans in a timely manner that does not impact patient care.

7.    Answers and provides directional assistance for patients, visitors, and staff. 

8.  Maintains familiarity with a variety of disaster recovery plans in the event of equipment and/or system failures.

Benefits Begin On Your First Day of Employment!

  • Medical, Dental, and Vision Insurance

  • Paid Time Off: 28 Days a year for a Full-Time employee for vacation, days off, sick days, holidays etc.

  • Life Insurance

  • Retirement Savings Plan (403B)

  • Tuition Reimbursement

  • Child Care Center for Employees

  • Commuter Programs

  • Credit Union

  • Long Term Disability Leave

  • And many more!

FLSA Status:


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 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

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