Remote Call Center Agent - Patient Scheduling

Mass General Brigham Community Physicians; Lawrence (MA); Remote; USD 24,000 - 32,000; Full time

Job summary

Mass General Brigham Community Physicians Call Center is seeking a full-time Call Center Representative in Lawrence, MA. The role handles a high volume of inbound calls, schedules appointments, answers inquiries, and resolves issues to ensure timely, quality care.

The position requires a high school diploma and 1–2 years of customer service experience, with remote work possible after onboarding. Typical hours are 8:30 AM–5:00 PM, Monday–Friday.

Qualifications

• Education: High School Diploma or Equivalent required.
• Experience: Customer Service 1-2 years preferred; Call Center Experience 0-1 year preferred; Foreign Language Experience 0-1 year preferred.

Responsibilities

• 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.

Skills

Active listening

Customer service

Call handling

Telephone etiquette

Education

High School Diploma or Equivalent

Job description

Mass General Brigham Community Physicians Call Center is seeking a full-time Call Center Representative in Lawrence, MA. The role handles a high volume of inbound calls, schedules appointments, answers inquiries, and resolves issues to ensure timely, quality care.

The position requires a high school diploma and 1–2 years of customer service experience, with remote work possible after onboarding. Typical hours are 8:30 AM–5:00 PM, Monday–Friday.