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Summary:

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 Responsibilities:

**1)** Knowledge of communication equipment such as Smart Phone, pagers, MessagePro 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)** Assisting clients with American Messaging device issues when supervisor is unavailable or assisting other clients

**12)** Alert Engineering to OR alarms

**13)** Is committed to excellence, communication, and professionalism

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

**15)** Demonstrates sensitivity and negotiation skills

**16)** Trains & mentors other team members

**17)** 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, XP, Windows 7, MAC a plus

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

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.