Call Center Representative, Ambulatory

Mass General Brigham•Lawrence, MA

1d•$18 - $23•Hybrid

About The Position

Mass General Brigham Medical Group's 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 Brigham’s integrated systems and resources, the team helps ensure patients receive timely access to high-quality care while delivering an exceptional experience with every interaction. This is a full-time, 40-hour role supporting a 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!

Requirements

High School Diploma or Equivalent required
Customer Service Experience 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.
Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.