Customer Service Rep/Dispatch experience preferred
Massachusetts General Hospital(MGH)

Somerville, Massachusetts

Posted in Health and Safety


Job Info


General Summary:

Under the general direction of the Transportation Supervisors and within established hospital and departmental guidelines, The Customer Service Representative (CSR) performs a broad range of activities associated with the operation and service level of the Transportation Department. The CSR will actively support the day to day operations, focusing on customer service, communication, productivity, staff support, area safety/cleanliness and timely deliveries. The CSR will inform supervisors of any potential issues, which may have an impact on the department, staffing, delays, and emergencies.

Duties and Responsibilities

  • Have the ability to understand any job in the unit.
  • Maintains the daily activity/schedule for drivers ensuring proper coverage throughout their shift.
  • Schedule employee's lunch/break periods and adjust daily assignments as necessary due to sick calls and/or emergencies.
  • Notifies supervisors of any vehicle incidents or passenger injuries.
  • Completes and retrieves daily supervisory reports, incident reports, and employees log sheets.
  • Receives telephone inquires relating to transportation and responsible for the timely retrieval of voice mail. Communicating schedules with patients and visitors entering or leaving the hospital.
  • Directing patients and visitors to various locations throughout the institution.
  • Communicating with Security to ensure adequate parking for the department's vehicle.
  • Coordinates with greeters to ensure relief drivers are readily available when busses arrive.
  • Ensures timely pickups of stat, routine, and on demand assignments.
  • Assist in training of employees.
  • Inputs data into automated dispatching/tracking systems.
  • Monitors automated dispatching/tracking system for assignment timeliness and completion
  • Monitors shuttle performance through GPS shuttle tracker
  • Perform other duties assigned.


  • Qualifications
    Qualifications:

  • Ability to work in a fast pace and stressful environment.
  • Broad knowledge of the hospital's departments and services.
  • High school diploma or GED equivalent.
  • Strong logistic skills.
  • Good written and oral communication.
  • 1 to 2 years of dispatch experience preferred
  • Knowledge of office equipment such as two-way radios, scanners etc..
  • Ability to stand for extended periods of time and capable of working in adverse weather conditions.
  • Computer experience: Windows and Microsoft Office - preferred.
  • Ability to lift and or carry up to 75 lbs.


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