Ld Client Service Specialist R40417

Lead Client Service Specialist

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 and assesses requests from all major constituencies : patients, families, physicians, vendors and staff. Analyzes request and provides accurate triage using approved processes. Dispatches 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. Communicates effectively with subordinates, peers and management. Provides direction, training and leads work group in a collaborative effort.

Job Responsibilities :

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) Provides 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 and 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.