HR Support Center Representative II

Mass General Brigham (Enterprise Services); Somerville (MA); On-site; USD 30,000 - 44,000; Full time

Job summary

Mass General Brigham in Somerville, MA is seeking a customer-focused HR/Contact Center professional to respond to inquiries, investigate issues, and guide cases through tiered support. This remote, 40-hour per week role emphasizes accurate problem solving, adherence to SLAs, and clear communication with customers across channels.

The ideal candidate has 2–3 years of HR and contact center experience, a Bachelor’s degree (or equivalent), strong written and verbal skills, and the ability to work in

Qualifications

• Bachelor's degree preferred; experience may substitute.
• 2–3 years HR and 2–3 years contact center experience required.
• Experience in healthcare is a plus.

Responsibilities

• Respond to requests/inquiries from customers and follow procedures.
• Investigate issues and mitigate problems within defined timeframes.
• Handle escalated cases and support knowledge management.
• Contribute to meeting SLAs and delivering high-quality service.
• Manage inquiries across phone, email, and chat channels.
• Clarify needs and assist in issue resolution.

Skills

Customer service

Critical thinking

Written communication

Verbal communication

Team-oriented

Organizational skills

Interpersonal skills

Education

Bachelor's Degree related field preferred

Experience can be accepted in lieu of a degree

Job description

United States, Massachusetts, Somerville

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

Summary

Site: Mass General Brigham Incorporated

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.

Essential Functions

• Respond to requests/inquiries from customers (prioritizing as appropriate) and execute on the key tasks and activities in accordance with defined procedures and guidelines.
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable timeframes, routing or escalating complex transactions to supervisor, manager or tier two for resolution as appropriate.
• Serve as a specialist, able to handle escalated cases from customer service analysts.
• Perform additional responsibilities such as managing knowledge articles or participating in special projects.
• Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, answer the inquiries and assist in the resolution of concerns.

Qualifications

Education

• Bachelor's Degree Related Field of Study preferred
• Experience can be accepted in lieu of a degree

Experience

• 2-3 years HR experience required
• 2-3 years Contact Center experience required
• 0-1 years Experience in the healthcare industry preferred

Knowledge, Skills and Abilities

• Highly motivated, team-focused, and results-oriented; ability to work effectively in a fast-paced, self-directed team-based environment.
• Ability to assess situations, think critically, and problem-solve.
• Strong verbal and written communication skills, including the ability to guide others.
• Strong organization skills, attention to detail, and follow-through.
• Excellent interpersonal skills both in person and over the phone.

Additional Job Details (if applicable)

• Remote
• M-F Eastern Business Hours required
• 8am-430pm ET required
• A quiet, secure, compliant workspace is required for remote workdays, and will be viewed and confirmed via Microsoft Teams Video on day 1 for all remote hires
• HR will ensure that candidates have a HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others)

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$22.22 - $31.71/Hourly

Grade

4At 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.

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.

EEO Statement:

0100 Mass General Brigham Incorporated 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

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