Call Center Representative, Ambulatory

massgeneralbrigham; Northampton (MA); Hybrid; USD 25,000 - 32,000; Full time

Job summary

Mass General Brigham Medical Group is seeking a Call Center Representative to join a high-volume, patient-centric team. You will handle 70–90 inbound calls daily, schedule appointments, resolve inquiries, and guide patients through care processes.

The ideal candidate has 1–2 years in customer service, strong communication, and time-management skills. Onsite training is required, with potential for remote work after onboarding, in a 40-hour weekly schedule.

Qualifications

• Education: High School Diploma or Equivalent required.
• Experience: 1-2 years in Customer Service preferred; 0-1 year in Call Center preferred.
• Fluency in multiple languages may be desired.

Responsibilities

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Adheres to all company policies and procedures as well as defined training.

Skills

Customer service

Active listening

Verbal communication

Written communication

Time management

Decision making

Multilingual

Education

High School Diploma

Tools

CRM software

Job description

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

At Mass General Brigham Medical Group, our Call Center team serves as a vital connection between patients and care teams across the organization. Representatives provide compassionate, patient-centered support by assisting with appointment scheduling, registration, referral coordination, message management, and general inquiries across a wide range of specialties and practices. Using Mass General Brigham's integrated systems and resources, the team helps ensure patients receive timely access to high-quality care while delivering an exceptional experience with every interaction.

We are seeking a full-time, 40-hour Call Center Representative to join our team! This role will support our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include scheduling appointments, answering questions, handling complaints, and troubleshooting problems. The goal is to ensure that our callers receive timely, efficient, and high-quality service!

The ideal schedule for this role is Monday to Friday, from 8:30 AM to 5:00 PM.

This Call Center Representative will support the Western region of Massachusetts, specifically our Cooley Dickinson practices. During the initial onboarding and training period, employees are expected to work onsite for all scheduled hours to ensure they are fully supported as they learn the role. Following successful completion of training and once fully acclimated to the position, there may be opportunities for remote work.

Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.

Does this position require Patient Care? No

Essential Functions

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Adheres to all company policies and procedures as well as defined training.

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Licenses and Credentials

Experience

• Customer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or Foreign Language Experience 0-1 year preferred

Knowledge, Skills and Abilities

• Familiar with telephone etiquette and customer service basics.
• Exceptional customer service, active listening, and verbal and written communication skills.
• Understanding of company products, services, and policies.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Strong time management and decision making skills.
• Fluency in multiple languages may be desired.

Additional Job Details

Remote Type

Remote

Work Location

30 Locust Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $22.76/Hourly

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

1920 Mass General Brigham Medical Group Western Massachusetts, Inc. is an Equal Opportunity Employer. All qualified applicants will re