Partners HealthCare - Charlestown, MA

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About Our Organization

Partners Healthcare is an integrated health care system, founded by Brigham and Women's Hospital and Massachusetts General Hospital that offers patients a continuum of coordinated and high-quality care. In addition to its two academic medical centers, Partners system includes community and specialty hospitals, a managed care organization, a physician network, community health centers, home health and long-term care services, and other health care entities. Partners HealthCare is committed to patient care, research, teaching, and service to the community. Partners is one of the nation's leading biomedical research organizations and is a principal teaching affiliate of Harvard Medical School. Partners HealthCare is a non-profit organization. We have opportunities in Finance, Information Systems, Human Resources and many other areas that work behind the scenes in support of the Partners mission.

General Overview

Represents PHS Materials Management as the first point of contact for all Customer contacts whether product or company oriented. Answers a variety of questions received online or through c/s phone number and/or correspondence. Contributes to customer satisfaction by research and resolution of complaints and questions. Provides accurate and timely customer and demographic data and analysis, with knowledgeable and sound recommendations, which contributes to effective decision making for the Corporate Manager and all clients. Assures customer satisfaction through identifying, as an individual and as a member of a work unit, the internal and external customers; jointly determine customer needs and means of measurement to deliver mutually agreed upon services. Continually investigates methods of improving customer satisfaction to achieve the ultimate goal of quality relationships. Supports the customer satisfaction goal of the MM Client Services Department by monitoring, reporting and resolving Customer complaints and inquiries. Works to ensure the effectiveness of systems operations and to ensure that customer inquiries and complaints are handled completely, in an efficient, timely and professional manner.


Works independently with minimal supervisory intervention. Responds accurately to Customer inquiries/complaints by dissemination of information through telephone, written correspondence and in person, thus ensuring customer satisfaction. Resolves Customers’ problems in a timely manner, assuring customer of department’s dedication to quality. Compiles and analyzes customer complaint inquiries, researches and updates verbal and written responses for all customer inquiries and complaints. Generates computer and manual data to identify/correct root causes of customer problems. Keeps current on customer trends and issues, and recommends appropriate action to key management. Acts as a consultant to management by analyzing data and interpreting results in oral and written presentations. Develops and maintains up to date information by inputting information into the computer system and updating manuals and files for efficient handling of responses. Identifies and initiates productivity, efficiency and cost savings measures to management. Additional duties as assigned by department management. Is a model of Service Excellence to demonstrate appropriate and professional behavior. Ensures proper communication and collaboration within the department, across the PHS network, and with external customers, in keeping with the PHS Finance Service Excellence Guiding Principles.


This position requires a Bachelor Degree or equivalent work experience and training. Must be able to present clear, concise oral and written reports to upper management. Incumbent must possess a working knowledge of PHS or demonstrate an ability to develop it rapidly. Requires extensive experience and knowledge in a strong customer support environment. Knowledge of computers and computerized operations is essential. Proven analytical skills are required.

Required Skills:

The Client Services Representative reports to the Corporate Manager, MM Client Services. The Client Services Representative contributes to the customer satisfaction objective of the department by resolving complaints in a manner that maintains and improves customer satisfaction and goodwill. The Corporate Communications Function is organized to effectively communicate for Materials Management with both internal and external clients. The Customer Information Center, as a part of the PHS Materials Management department, functions as the department’s direct link to customers. This critically important function includes providing support to management by supplying timely and accurate customer data analysis to facilitate appropriate action by all levels of management. Incumbent maintains standards of performance for quality and timeliness of assigned case load taking the necessary steps to keep informed and up to date on activities, actions and all related issues. Incumbent prepares specialty reports as requested for all customers and is challenged to monitor/analyze incoming data to initiate, as appropriate, reports that customers would find actionable, thus serving an early warning function for customer issues. The Client Services Representative is challenged to identify changes to system or process which impact positive word-of-mouth about departmental activities. In addition, the incumbent is expected to make recommendations to management about the improvement of customer response systems. The Client Services Representative actively assists the Customer Information Center Corporate Manager with administration of CIC systems, and strives to understand how and why the systems work as they do so that the systems may be most effectively used. The Client Services Representative is actively involved with customer data gathering projects providing specialized reports and tracking customer trends for preventative analysis. The incumbent must be able to make oral presentations to internal and external audiences providing customer education about the department and the CIC, when required. The Client Services Representative achieves accountability in part through utilization of effective verbal and written communication skills and through the on-going customer satisfaction surveys. The incumbent is further challenged to achieve beneficial results through open and effective communications with department staff and management, with customers and vendors. Effectiveness can be measured by accuracy and ability to improve productivity without sacrificing quality of performance and initiative.

EEO Statement

Partners HealthCare System is an Equal Opportunity Employer

Partners HealthCare System - 17 months ago - save job - block
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Partners HealthCare, located in Boston, is an integrated health system founded by Brigham and Women`s Hospital and Massachusetts General...