Call Center Representative, Ambulatory

1920 Mass General Brigham Medical Group Western Massachusetts, Inc.; United States; Remote; USD 25,000 - 32,000; Full time

Job summary

Mass General Brigham Medical Group Western Massachusetts, Inc. is hiring a full-time Call Center Representative to handle 70–90 inbound daily calls across the Western Massachusetts region.

Primary duties include scheduling appointments, answering inquiries, handling complaints, and navigating CRM systems to provide timely, compassionate service. Onsite during initial training with potential for remote work after acclimation.

Qualifications

• Education High School Diploma or Equivalent required.
• Can this role accept experience in lieu of a degree? No.
• Experience: 1-2 years preferred in Customer Service or 0-1 year preferred in Call Center; 0-1 year preferred for Foreign Language Experience.

Responsibilities

• Answer or make calls to learn about and address needs, complaints, or issues.
• Respond to callers with possible solutions; ensure clients feel supported and valued.
• Engage in active listening; confirm information and diffuse upset callers as needed.
• Utilize software, databases, scripts, and tools appropriately.
• Meet or exceed call center metrics while delivering high-quality service.
• Adhere to policies, procedures, and training.

Skills

Customer service

Active listening

Verbal communication

Written communication

CRM software

Typing

Time management

Decision making

Multilingual

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 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.

Essential Functions

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

• 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 Grade 2

Benefits

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 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.

Our Mission

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.

Are you ready? 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.