Call Center Representative, Ambulatory
- šŗšø United States
- Remote
- 2 days ago
- CRM
- Encompass
Not enough detail in this posting to match
Ā
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.
Ā
Job Summary
At Mass General Brigham Medical Group, our Call Center team serves as a vital connection between patients and care teams across the organization. Representatives provide compassionate, patient-centered support by assisting with appointment scheduling, registration, referral coordination, message management, and general inquiries across a wide range of specialties and practices. Using Mass General Brighamās integrated systems and resources, the team helps ensure patients receive timely access to high-quality care while delivering an exceptional experience with every interaction.We are seeking a full-time, 40-hour Call Center Representative to join our team! This role will support our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include scheduling appointments, answering questions, handling complaints, and troubleshooting problems. The goal is to ensure that our callers receive timely, efficient, and high-quality service!
The ideal schedule for this role is Monday to Friday, from 8:30 AM to 5:00 PM.
This Call Center Representative will support the Western region of Massachusetts, specifically our Cooley Dickinson practices. During the initial onboarding and training period, employees are expected to work onsite for all scheduled hours to ensure they are fully supported as they learn the role. Following successful completion of training and once fully acclimated to the position, there may be opportunities for remote work.
Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
Does this position require Patient Care?
No
Essential Functions
-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.
Ā
Qualifications
EducationHigh School Diploma or Equivalent requiredCan this role accept experience in lieu of a degree?NoLicenses and CredentialsExperienceCustomer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or Foreign Language Experience 0-1 year preferredKnowledge, Skills and Abilities- Familiar with telephone etiquette and customer service basics. - Exceptional customer service, active listening, and verbal and written communication skills. - Understanding of company products, services, and policies. - Proficiency with computers, especially with CRM software, and strong typing skills. - Strong time management and decision making skills. - Fluency in multiple languages may be desired.
Ā
Additional Job Details (if applicable)
Ā
Remote Type
Remote
Ā
Work Location
30 Locust Street
Ā
Scheduled Weekly Hours
40
Ā
Employee Type
Regular
Ā
Work Shift
Day (United States of America)
Ā
Pay Range
$17.71 - $22.76/Hourly
Ā
Grade
2
Ā
Ā
EEO Statement:
1920 Mass General Brigham Medical Group Western Massachusetts, Inc. 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 Veteranās 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.
Ā
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership ālooks likeā 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.
Call Center Representative, Ambulatory Ā· Massgeneralbrigham