Call Center Operator II

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

Job summary

The Brigham and Women's Hospital, Inc. is seeking a Room Service teammate to ensure timely delivery of patient meals and accurate diet compliance.

You will serve as a liaison between patients, clinical staff, and food service operations, and you will use the Computrition system to enter and manage orders. The role emphasizes exceptional customer service, attention to dietary restrictions, and teamwork in a fast-paced hospital setting.

Qualifications

• High School Diploma or equivalent required.
• Experience in healthcare or food service preferred.
• Excellent customer service and communication skills.
• Ability to work in fast-paced, high-volume environment.
• Knowledge of therapeutic diets is a plus.

Responsibilities

• Assist patients with menu selection and ensure meals align with prescribed diet orders.
• Enter and manage meal orders accurately using Computrition.
• 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.
• Coordinate delivery of nourishments, supplements, and special requests.
• Maintain accurate patient diet information and records in the system.
• Support onboarding and training of new team members.
• Adhere to HACCP guidelines and food safety standards.
• Assist with tray delivery and pickup as needed.

Skills

Customer service

Communication

Multitasking

Attention to detail

Computrition proficiency

Microsoft Office

Confidentiality

Bilingual nice to have

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 SummaryAs 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.QualificationsKey ResponsibilitiesAssist patients with menu selection and ensure meals align with prescribed diet ordersEnter and manage meal orders accurately using the Computrition systemCommunicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutionsEnsure all patients receive meals within established service timelinesIdentify patients who have not ordered and facilitate meal service to ensure proper nutritionRespond to patient and staff requests, resolving issues or escalating as neededCoordinate and manage delivery of nourishments, supplements, and special requestsMaintain accurate patient diet information and records in the systemSupport training and onboarding of new team membersAdhere to all food safety, sanitation, and HACCP guidelinesAssist with tray delivery and pickup as neededAdditional Skills & CompetenciesExcellent customer service and communication skills with a patient-centered approachAbility to multitask and work efficiently in a fast-paced, high-volume environmentStrong attention to detail and problem-solving skillsAbility to handle sensitive situations with professionalism and confidentialityProficiency with computer systems (e.g., Computrition, Microsoft Office)Ability to work collaboratively with a diverse team and healthcare staffBilingual skills and Registered Diet Technician credentials are a plusWork EnvironmentFast-paced call center and healthcare setting with frequent patient interactionCombination of sitting, standing, and walking throughout the shiftOccasional lifting (up to 25 lbs) and transporting of food cartsExposure to kitchen environments and varying temperaturesRotating shifts including early mornings, evenings, weekends, and holidaysAdditional Job Details (if applicable)High School Diploma or equivalent preferredCustomer service and/or call center experience requiredHealthcare or food service experience preferredBasic computer and math skills requiredKnowledge of therapeutic diets and nutrition services preferredMinimum Starting Pay:$18.58Per Diem/Shifts Can VaryRemote TypeOnsiteWork Location75 Francis StreetScheduled Weekly Hours0Employee TypePer DiemWork ShiftRotating (United States of America)Pay Range$18.58 - $26.58/HourlyGrade3At 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.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 FrameworkAt 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.