Administrative Assistant 1 Biomedical Engineering - (3273563)
Description
GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
This role serves as the main support for a multifunctional service hotline (One-Call), effectively handling incoming calls and coordinating Technician deployments to address hospital needs. It necessitates strong organizational skills, the capability to thrive in a diverse and fast-paced environment, and the ability to independently manage and prioritize tasks to align with staff goals and objectives. Providing exceptional service and customer care to all callers is paramount.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.
- Efficiently manage a high volume of incoming calls, averaging 300 calls per day, with expedience and courtesy using prescribed protocols.
- Demonstrate clear communication skills by providing accurate information, answering questions, and triaging calls to on-site and off-site locations based on caller needs.
- Take ownership of callers' needs, striving to handle requests without transfers whenever possible, and providing personalized service to each caller.
- Respond promptly to requests to page staff members and manage paging status changes as required.
- Maintain composure, professionalism, and positivity when interacting with callers, including in difficult situations, by focusing on solutions and demonstrating empathy.
- Seamlessly multitask and navigate between multiple screens to manage call dispatch activities effectively.
- Ensure accurate and consistent data entry across multiple systems to facilitate analysis of call data and departmental operations improvement.
- Prioritize and organize workload to ensure consistent and timely support of the call dispatch center.
- Recognize and escalate unusual or difficult problems with callers, telephones, paging systems, or answering services to the manager.
Administrative Responsibilities:
- Manage a diverse range of routine secretarial and administrative tasks with a focus on maintaining confidentiality within the department and among staff.
- Coordinate appointments and maintain the department's front office to ensure a professional appearance.
- Ensure the proper functioning of department electronics, such as printers, and coordinate with other department staff to maintain presentable appearances across all department locations.
- Prepare and distribute meeting and committee agendas and minutes efficiently.
- Prepare various documents, including open and regular purchase orders, personnel forms, and other administrative forms, utilizing word processing software to proofread, correct errors, and format documents accurately.
- Maintain organized copies of documents and materials to facilitate easy retrieval as needed.
- Provide support for secretarial, clerical, and materials management functions during staff absences, and offer backup support during busy periods as directed.
- Serve as a liaison between the department and other hospital departments or external vendors.
Other Responsibilities:
- Act as a primary point of contact and liaison for other hospital departments or external vendors.
- Undertake any additional duties, special projects, or department-specific tasks as assigned and appropriate for this role.
- Special Projects:
- Contribute to the achievement of departmental goals by undertaking additional administrative duties or special projects as required or directed.
Qualifications
QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
- High school diploma required.
- Completion of a secretarial science program or an associate's degree preferred.
- Prior experience in phone-based customer service and/or call center roles is encouraged; experience in a hospital or medical environment is preferred.
- Familiarity with medical terminology is advantageous.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
- Proficient phone skills: Ability to operate phone systems effectively, including answering and screening calls, placing callers on hold, and providing relevant information.
- Strong verbal communication skills: Capable of interpreting information accurately, responding to routine inquiries professionally, and communicating clearly, courteously, and concisely.
- Excellent writing skills: Able to correspond clearly and effectively in writing, accurately record messages, and demonstrate proficiency in spelling and grammar.
- Proficiency in basic PC computer skills: Skilled in using word processing, spreadsheet, and database applications, with experience in Microsoft Office.
- Demonstrated critical thinking and problem-solving abilities, with sound judgment.
- Ability to collaborate effectively with individuals at all organizational levels.
- Highly organized, capable of prioritizing tasks and meeting deadlines.
- Basic understanding and use of medical terminology.
- Commitment to maintaining confidentiality and handling sensitive information appropriately.
- Upholds a professional demeanor, both personally and representing the hospital.
Ability to work independently and perform routine department procedures without direct supervision.
WORKING CONDITIONS: Describe the conditions in which the work is performed.
- Pleasant, courteous, and professional working environment requiring a professional demeanor and appearance.
- Office environment characterized by high activity levels and frequent deadlines.
- The role primarily involves phone-based customer support and coordination, comprising 80-90% of job responsibilities.
- Expected to adhere to assigned phone shifts, as directed by the supervisor, with minimal time away from the desk.
This position may offer a hybrid schedule, allowing for a combination of remote and in-office work, subject to supervisor approval and departmental policies.
HOSPITAL WIDE RESPONSIBILITIES: These are required of all staff, regardless of position. Do not remove these standards.
Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.
EEO Statement Brigham and Women’s Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
Primary Location
: MA-Boston-BWH Boston Main Campus
Work Locations
:
BWH Boston Main Campus
75 Francis St
Boston 02115
Job
: Administrative Support
Organization
: Brigham & Women's Hospital(BWH)
Schedule
: Full-time
Standard Hours: 40
Shift
: Day Job
Employee Status
: Regular
Recruiting Department: BWH Biomedical Engineering
Job Posting
: Jan 23, 2024
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