Neurology Call Center Lead — Hybrid Patient Access

Mass General Brigham; Boston (MA); Hybrid; USD 29,000 - 41,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

403(b) retirement plan

Tuition reimbursement

Discounted MBTA pass

Job summary

Mass General Brigham is seeking a Lead Patient Access Coordinator for the Neurology Call Center. You will oversee daily call center operations, support patient scheduling, and act as a resource for staff, reporting to the Supervisor.

The role emphasizes leadership, training, and improving patient access. The position is hybrid (three days onsite, two remote) with a comprehensive benefits package including medical, dental, vision, retirement, and tuition reimbursement.

Qualifications

• High school diploma or equivalent is required.
• 3–5 years of customer service experience required.
• 2–3 years of call center experience required.
• Foreign language experience preferred.
• Strong telephone etiquette and exceptional customer service skills are essential.
• Excellent verbal and written communication skills with active listening and de-escalation abilities.
• Proficiency with computers, CRM software, and typing.
• Ability to learn scheduling protocols, insurance requirements, and hospital policies.

Responsibilities

• Answer inbound patient and provider calls and provide accurate information.
• Use Epic to schedule appointments and verify demographics and insurance.
• Coordinate patient and provider communications and address scheduling concerns.
• Lead and support Patient Access Center staff, provide guidance and training.
• Assist with recruitment, onboarding, and staff development.
• Identify workflow inefficiencies and support quality improvement initiatives.
• Respond to patient complaints and ensure appropriate follow-up.

Skills

Customer service

Call center experience

Leadership

Communication

Active listening

Problem solving

Education

High school diploma or equivalent

Tools

Epic

CRM software

Job description

Mass General Brigham is seeking a Lead Patient Access Coordinator for the Neurology Call Center. You will oversee daily call center operations, support patient scheduling, and act as a resource for staff, reporting to the Supervisor.

The role emphasizes leadership, training, and improving patient access. The position is hybrid (three days onsite, two remote) with a comprehensive benefits package including medical, dental, vision, retirement, and tuition reimbursement.