Call Center Representative, Ambulatory

Mass General Brigham; Northampton (MA); Hybrid; USD 25,000 - 32,000; Full time

Job summary

Mass General Brigham is seeking a full-time Call Center Representative to join our Western Massachusetts team.

The role handles high-volume inbound calls, schedules appointments, and assists with general inquiries, aiming to provide timely, high-quality patient service.

Qualifications

• High School Diploma or equivalent required.
• 1–2 years of customer service experience preferred or 0–1 year of call center experience preferred.
• Fluency in multiple languages may be desired.

Responsibilities

• Answers or makes calls to learn about and address callers' needs, complaints, or issues.
• Responds efficiently and accurately to callers, explaining possible solutions and ensuring clients feel supported.
• Demonstrates active listening, clarifies information, and diffuses upset callers when needed.
• Uses software, databases, scripts, and tools appropriately to assist callers.
• Strives to meet or exceed call center metrics while delivering excellent, consistent service.
• Adheres to company policies and training.

Skills

Customer service

Active listening

Communication

CRM software

Typing

Education

High School Diploma or Equivalent

Tools

CRM software

Job description

Site: Mass General Brigham Medical Group Western Massachusetts, 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 SummaryAt 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?NoEssential 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.QualificationsEducation 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 (if applicable)Remote TypeRemoteWork Location30 Locust StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$17.71 - $22.76/HourlyGrade2At 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:1920 Mass General Brigham Medical Group Western Massachusetts, 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.