**When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives.**

**Job Type:**

Per Diem

**Scheduled Hours:**

0

**Work Shift:**

Day (United States of America)

This is a per diem job opportunity working onsite at Beth Israel Deaconess Medical Center in Boston, MA. This position will have variable hours Monday through Friday, during first shift hours only (8:30am-5pm) and does not include nights or weekend hours.

**Job Description:**

Acts as a Mystery Shopper by auditing recorded telephone calls to practices and by posing as patient/visitor to practices to evaluate the customer service staff at BIDMC and its affiliates. Mystery Shopping is performed at BIDMC and offsite locations during regular business hours. Must have flexible schedule for assignments. Requires walking/traveling between hospital campuses and occasionally between the hospital and offsite locations.

**Essential Responsibilities:**

Listens to recorded telephone calls to assess service provided to BIDMC patients and families, which may include appointment requests, information requests, and others. Listens carefully to callers' requests and assesses staff response for completeness, accuracy, and service excellence.

Identifies customer service situations that require immediate notification of the manager or director according to defined protocols.

Completes a review of each experience that includes both objective (data) and subjective (commentary) elements. Comments serve to justify and further explain any subjective ratings. Enters results accurately into central database, ensuring the data and comments support one another, stresses important procedures and protocols, highlights excellent work, and provides constructive service feedback.

Provides positive and constructive feedback to staff using established assessment tools.

Visits waiting rooms posing as patient or visitor. Observes staff interactions and writes a comprehensive review of the experience, including both data and commentary, enters this in central database, sending a written review to practice managers.

Maintains utmost standards of patient and staff privacy in regards to call reviewing as well as waiting room visits

**Required Qualifications:**

High School diploma or GED required. Associate's degree preferred.

1-3 years related work experience required.

1 years of customer service experience

Typing skills of 40 wpm

Proficiency in Microsoft Excel

Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

**Competencies:**

**Decision Making:** Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

**Problem Solving:** Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.

**Independence of Action:** Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

**Written Communications:** Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.

**Oral Communications:** Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

**Knowledge:** Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

**Team Work:** Ability to interact respectfully with other employees, professional staff and/or external contacts to offer ideas, identify issues, obtain information or deliver services.

**Customer Service:** Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

**Physical Nature of the Job:**

Light work: Exerting up to 20 pounds of force frequently to move objects. Some elements of the job are sedentary, but the employee will be required to stand for periods of time or move throughout the hospital campus.

**FLSA Status:**

Non-Exempt

**As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.**

**More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.**

**Equal Opportunity Employer/Veterans/Disabled**