Customer Service Lead

Customer Service Lead

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Tufts Medicine has more than 15,000 dedicated employees and caregivers. We are seeking a full-time Customer Service Lead for our Service Response Center.

Why Join Us? At Tufts Medicine - Lowell General Hospital, we're more than a health system – we're a community of the brightest minds and the biggest hearts in healthcare. We combine academic innovation with compassion and community. Our Environmental Services Workers are a critical part of our team and our hospital. Lowell General Hospital is a great place to work – with a family friendly culture, competitive salaries, and great benefits. If that excites you, then you belong with us.

What We Offer

• Competitive salaries & benefits that start on day one
• 403(b) retirement with company match
• Tuition reimbursement
• Free on-campus parking
• Career growth opportunities
• Guaranteed hours and set schedule

Location: Lowell General Hospital - 295 Varnum Avenue - Lowell, MA

Hours: 40 Hours - 11:00am - 7:30pm - Every other weekend (Sat-Sun) and every other holiday is required with pay differentials

Job Overview

This position is responsible for quality service excellence audits, monthly equipment and safety inspections, inter-department customer relations (SRC ASCOM) and supervision of Service Tracking to maintain inpatient testing flow. This position will also perform various other tasks to aid the shift they are assigned to by the ES department. Including covering shift positions when the department has scheduling constraints.

Minimum Qualifications

• High School Diploma or Equivalent
• One (1) year of related experience

Duties and Responsibilities

• Performs beginning and end of shift lead checklist and completes equipment rounding.
• Carries the Transport Lead Ascom and Service Tracking alert pager to support patient flow.
• Ensures the IVR phone system is followed by shift staff when taking requests from Service Tracking.
• Performs monthly safety and equipment inspections to maintain compliance with regulatory standards.
• Supports Management with department process improvement projects and initiatives.
• Performs monthly Quality Service Excellence Audits.
• Performs daily transport walk log inspections and maintains documents on file.
• Analyzes Service Tracking patient flow daily and prioritizes requests based on SLA's.
• Participates in ES/Transport Monthly Safety Committee.
• Coordinates and follows up on Transport equipment repairs with Facilities/BioMed to ensure Environment of Care readiness.

About Lowell General

For more than 125 years, Lowell General has served the Greater Lowell community with pride. We balance the first-rate care of a premier medical center with the warmth of a three-time Magnet®-recognized community hospital. As a member of our team, you'll join over 3,000 dedicated care providers to offer complete, connected care, when and where patients need it most.

Magnet Designation

The American Nurses Credentialing Center (ANCC) honored Lowell General Hospital with Magnet Recognition for excellence in nursing care, our fourth designation achieved in March 2025! The Magnet Recognition Program recognizes healthcare organizations dedicated to nursing excellence, professionalism, and patient-focused care. It is the highest level of recognition an organization can receive for providing the very best quality in patient care. Tufts Medicine is an equal opportunity employer and values diversity and inclusion at Tufts Medicine.