Under general supervision and following established procedures, the Customer Service Representative performs a broad range of activities. The Customer Service Representative will actively support the day-to-day operations, focusing on internal/external customer service, patient transport and resolving inquires. Customer Service Representative will work closely with Team Leaders and Supervisors to deliver the highest level of service that meets and exceeds our department standards and service guarantees.
- Act as patient advocate between Materials Management and patient care units with the sole purpose of delivering excellent service to each and every customer. Excellent customer service is achieved by following the guidelines and procedures as documented.
- Ensure that patient call requests are being dispatched in a timely manner and patients are being transported with little to no delays.
- Ensure that requests for medical products from MM stat room, equipment room, and linen room are delivered to the units in a timely manner with little to no delays
- A Specialist for MM must be able to handle a large call volume while remaining calm and professional at all times, both on and off the phone.
- Answers and directs all incoming calls according to established guidelines for both customer service deliveries and patient transports. Feedback should be accurate and timely to avoid escalations
- Customer Service Representative should take all measures to address customer requests/complaints prior to escalating to Team Lead or Supervisor
- Customer Service Representative should be able to understand and have a working knowledge of the necessary systems needed to complete the day-to-day job requirements. Customer Service Database, PeopleSoft Express, Epic.
- Customer Service Representative must have an understanding of the stat room and where products are normally located to ensure a cohesive work flow.
- Understand and complete the protocol of opening tickets, staging tickets, closing, and scanning ticket requests for orders.
- Manage and maintain the necessary reports associated with both customer service delivery and patient transport. Such as, the Customer Service, KCI report or the Patient Transport, Productivity report.
- The ability to respond to emergency situations in the hospital; severe weather conditions, bio-threat activations, and any others that may require Customer Care assistance.
- The duties listed are not all-inclusive of job duties and responsibilities and an Advocate must be able to perform other duties as assigned pertaining to the day-to-day performance of the job title.
Physical Requirements
Standing Frequently (34-66%) Walking Frequently (34-66%) Sitting Occasionally (3-33%) Lifting Frequently (34-66%) 35lbs+ (w/assisted device) Carrying Frequently (34-66%) 20lbs - 35lbs Pushing Occasionally (3-33%) Pulling Occasionally (3-33%) Climbing Rarely (Less than 2%) Balancing Frequently (34-66%) Stooping Occasionally (3-33%) Kneeling Occasionally (3-33%) Crouching Occasionally (3-33%) Crawling Rarely (Less than 2%) Reaching Frequently (34-66%) Gross Manipulation (Handling) Frequently (34-66%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%)
The General Hospital Corporation is an Equal Opportunity 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.
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Massachusetts General Hospital
Jan 02, 2026