Call Center Representative, Ambulatory

Mass General Brigham•Northampton, MA

9d•$18 - $23•Hybrid

About The Position

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 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. 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.

Requirements

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

Nice To Haves

Fluency in multiple languages may be desired.

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.
Scheduling appointments, answering questions, handling complaints, and troubleshooting problems.