Patient Services Call Center Agent - Remote Eligible

Cooley Dickinson Medical Group; Northampton (MA); Remote; USD 50,829,000 - 65,217,000; Full time

Job summary

Mass General Brigham Medical Group Western Massachusetts, Inc. seeks a full-time Call Center Representative to handle a high volume of inbound calls, schedule appointments, and support referrals across Western MA.

Onsite during onboarding, with potential for remote work after training, you will use CRM tools to deliver accurate information and exceptional service. Average calls per day are 70–90 per agent; the role runs Monday–Friday, 8:30 AM–5:00 PM, with a 40-hour workweek and regional

Qualifications

• High School Diploma or Equivalent required.
• Customer service experience preferred.
• Familiar with telephone etiquette and customer service basics.

Responsibilities

• Answer or make calls to learn about and address customer needs, complaints, or issues.
• Respond promptly and accurately, explaining solutions and ensuring callers feel supported.
• Engage in active listening, verify information and diffuse difficult callers as needed.
• Use software, databases, scripts, and tools appropriately to assist callers.

Skills

Customer service

Active listening

Verbal communication

Written communication

Telephone etiquette

CRM software

Typing skills

Time management

Decision making

Multilingual

Education

High School Diploma or Equivalent

Tools

CRM software

Job description

Mass General Brigham Medical Group Western Massachusetts, Inc. seeks a full-time Call Center Representative to handle a high volume of inbound calls, schedule appointments, and support referrals across Western MA.

Onsite during onboarding, with potential for remote work after training, you will use CRM tools to deliver accurate information and exceptional service. Average calls per day are 70–90 per agent; the role runs Monday–Friday, 8:30 AM–5:00 PM, with a 40-hour workweek and regional