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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

$17.63 - $20.27 - $23.65

Summary:

**Location** : Whitney Avenue; Holyoke MA

**Schedule** : 11a-7p weekdays; 1st or 2nd shift on weekends as needed. 32hrs per week

Under direct supervision, the 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. Dispatches critical codes under supervision, 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. BFMC Schedules Interpreters, monitors security system takes appropriate action if necessary.

Job Responsibilities:

**1)** Answer & triage incoming & operator assisted calls

**2)** Relay messages sent to or received from customers in a timely fashion

**3)** Paging subscribers for internal and external clients with supervision

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

**5)** PCIS and SMS patient look-up for patient info

**6)** Flexibility: Accepts, manages, and thrives in a changing environment

**7)** Alert Engineering to OR alarms

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

**9)** Demonstrates sensitivity and negotiation skills

**10)** BFMC ONLY- Trained to book Interpreters based on requests

**11)** BFMC-Trained to monitor Safelinc and Premises systems on 1st & 2nd shift and report issues to appropriate pre determined departments

Required Work Experience:

**1)** None

Preferred Work Experience:

**1)** 0-3 years Customer Service or Telephone

2) Operator experience

Skills and Competencies:

Computer Skills, XP, Windows 7, MAC a plus

Ability to type 35 wpm.

Ability to handle sensitive situations with grace, tact, warmth and professionalism.

Must be able to handle multiple tasks.

Excellent verbal and organizational skills.

Ability to work in a fast paced environment.

Treat clients with respect, working together to meet the needs of the business.

Schedule must be flexible to respond to emergency coverage.

Able to work in a close team environment.

Supports organizational change, and suggestions.

Must be positive.

Supports a learning environment.

Does not participate in gossip or allows gossip or negative comments.

Complies with office guidelines.

Provide outstanding customer service to internal and external customers

Education:

GED or HiSET, 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.