Customer Service Representative

Company: Brigham and Women's Hospital
Location: Boston
Posted on: April 4, 2025

Job Description:

Site: The General Hospital Corporation

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

this is an evening customer service position its needed so we will have two customer service reps covering the desk on weekends and holidays

Job Summary

Under general supervision and following established procedures, the Customer Service Associate performs a broad range of activities. The Customer Service Associate will actively support the day-to-day operations of Customer Service within Materials Management, focusing on the delivery of medical supplies. Customer Service Associates will work closely with Customer Service Representatives, Team Leaders and Supervisors in order to deliver the highest level of service that meets and exceeds our department standards and service guarantees.

Qualifications

* Follows standards of customer service in listening, discussing and responding to inquiries and requests.
* Deliver supplies in a timely fashion to all med/surg, testing and other patient areas, understanding the immediate need for items requested. Utilize computer system and handheld devices to deduct items from inventory. Obtain delivery confirmation on every delivery as per procedure, which may include signature of recipient.
* Maintain delivery time standards.
* Ensure all daily measurement/tracking reporting sheets are completed appropriately as required.
* Exercises appropriate body mechanics, care and caution when handling and delivering materials. Use delivery dolly to move supplies between the delivery cart and stock room. Return the dolly to the dolly storage area at the end of your shift.
* Exercise appropriate body mechanics when moving a cart. Whenever possible, push rather than pull the delivery carts. Do not use a broken cart, stop and ask for help to move the supplies to another cart. Tag the broken delivery cart and notify your supervisor so the cart can be repaired.



Maintain accurate records by keeping a written log of all assignments and tasks. Submit productivity logs and measurements to Supervisor

* Maintain neat, welcoming and functional customer service area. Monitor stock levels within Materials Management as product is selected for delivery and report any deficiencies.
* Promote confidentiality of information related to individual patients and patient care units. Attend regular training sessions. Assist in the training process for new customer service employees.
* Responsible for the receipt and delivery of bulk medications from vendors to the pharmacy or nursing units as well as the transport of medication orders that are packaged for delivery from the pharmacy to various areas of MGH.
* Perform other duties as assigned.
* Follows Hospital, JC, DPH and other regulatory agency guidelines and procedures.

Materials Management employees will have access to supply rooms while performing job duties such as but not limited to the following: Replenishing/Replacing Linen Carts, Delivering/Removing Oxygen Tanks, Placing/Stocking Supply orders.

Additional Job Details (if applicable)

Additional Job Description

* Ability to work in a fast-paced stressful environment
* Exceptional customer service skills and patience when dealing with our customers.
* Requires excellent interpersonal and organizational skills.
* Strong customer service and interpersonal skills.
* Knowledge of department customer service procedures.
* Ability to gain product knowledge across departments.
* Ability to handle and prioritize multiple tasks effectively.
* Exceptional patience with all customers
* Accuracy and attention to detail.
* Basic mathematical skills
* Knowledge of Microsoft Office applications Outlook and PeopleSoft.
* Ability to learn use of dept. inventory systems and handheld devices.
* Perform accurate record keeping and data entry.
* Excellent verbal and written communication skills.
* Flexible, particularly in meeting scheduling needs.
* Working knowledge of office machines.

Ability to work in a team environment

Remote Type

Onsite

Work Location

90 Blossom Street

Scheduled Weekly Hours

20

Employee Type

Regular

Work Shift

Evening (United States of America)

EEO Statement:

The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

Keywords: Brigham and Women's Hospital, Boston , Customer Service Representative, Sales , Boston, Massachusetts