Call Center Operator II

2200 The Brigham and Women's Hospital, Inc.; Boston (MA); On-site; USD 26,000 - 37,000; Full time

Job summary

The Brigham and Women's Hospital, Inc. is hiring for a Room Service team member to serve as a liaison between patients and food service operations. You will ensure timely delivery of high-quality, patient-specific meals while maintaining excellent service and adherence to safety standards.

Responsibilities include assisting with menu selections, accurate order entry in Computrition, and coordinating nourishments and special requests in a fast-paced healthcare setting.

Qualifications

• Customer service and/or call center experience preferred.
• Healthcare or food service experience preferred.
• Knowledge of therapeutic diets and nutrition services preferred.

Responsibilities

• Assist patients with menu selections and ensure meals align with prescribed diets.
• Enter and manage meal orders accurately using the Computrition system.
• Communicate with patients, families, and clinical staff to clarify dietary needs and substitutions.
• Ensure all patients receive meals within established service timelines.
• Identify patients who have not ordered and facilitate meal service to ensure proper nutrition.
• Respond to patient and staff requests, escalating as needed.
• Coordinate and manage delivery of nourishments, supplements, and special requests.
• Maintain accurate patient diet information and records in the system.
• Support training and onboarding of new team members.
• Adhere to food safety, sanitation, and HACCP guidelines.
• Assist with tray delivery and pickup as needed.

Skills

Customer service

Communication

Multitasking

Attention to detail

Discretion/confidentiality

Education

High School Diploma or equivalent

Tools

Computrition

Microsoft Office

Job description

Site: The Brigham and Women's Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

As a member of the Room Service team, serves as a key liaison between patients, clinical staff, and food service operations. Ensures timely delivery of high-quality, patient-specific meals while providing exceptional customer service and maintaining compliance with all food safety and regulatory standards.

Qualifications

Key Responsibilities

• Assist patients with menu selection and ensure meals align with prescribed diet orders
• Enter and manage meal orders accurately using the Computrition system
• Communicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutions
• Ensure all patients receive meals within established service timelines
• Identify patients who have not ordered and facilitate meal service to ensure proper nutrition
• Respond to patient and staff requests, resolving issues or escalating as needed
• Coordinate and manage delivery of nourishments, supplements, and special requests
• Maintain accurate patient diet information and records in the system
• Support training and onboarding of new team members
• Adhere to all food safety, sanitation, and HACCP guidelines
• Assist with tray delivery and pickup as needed

Additional Skills & Competencies

• Excellent customer service and communication skills with a patient-centered approach
• Ability to multitask and work efficiently in a fast-paced, high-volume environment
• Strong attention to detail and problem-solving skills
• Ability to handle sensitive situations with professionalism and confidentiality
• Proficiency with computer systems (e.g., Computrition, Microsoft Office)
• Ability to work collaboratively with a diverse team and healthcare staff
• Bilingual skills and Registered Diet Technician credentials are a plus

Work Environment

• Fast-paced call center and healthcare setting with frequent patient interaction
• Combination of sitting, standing, and walking throughout the shift
• Occasional lifting (up to 25 lbs) and transporting of food carts
• Exposure to kitchen environments and varying temperatures
• Rotating shifts including early mornings, evenings, weekends, and holidays

Additional Job Details (if applicable)

• High School Diploma or equivalent preferred
• Customer service and/or call center experience required
• Healthcare or food service experience preferred
• Basic computer and math skills required
• Knowledge of therapeutic diets and nutrition services preferred
• Minimum Starting Pay: $18.58 Per Diem/Shifts Can Vary
• Remote Type Onsite Work Location 75 Francis Street Scheduled Weekly Hours 20 Employee Type Regular Work Shift Rotating (United States of America) Pay Range $18.58 - $26.58/Hourly Grade 3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement: 2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Combat disease. Hold a hand. Help people. Impact the world.

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.