Patient Experience Call Center Specialist (Remote)

Mass General Brigham Medical Group Western Mass; Northampton (MA); Remote; USD 24,000 - 31,000; Full time

Job summary

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

The role handles a high volume of inbound calls, schedules appointments, answers inquiries, and supports patients across multiple practices with a Monday–Friday 8:30 AM–5:00 PM schedule. Initially onsite at 30 Locust Street with onboarding support, there may be opportunities for remote work after training.

Qualifications

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

Responsibilities

• Answer or make calls to learn about and address needs, complaints, or other issues with products or services.
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring clients feel supported.
• Engage 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

CRM software

Typing

Time management

Multilingual

Education

High School Diploma or Equivalent

Tools

CRM software

Job description

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

The role handles a high volume of inbound calls, schedules appointments, answers inquiries, and supports patients across multiple practices with a Monday–Friday 8:30 AM–5:00 PM schedule. Initially onsite at 30 Locust Street with onboarding support, there may be opportunities for remote work after training.