Scheduler, Call Center

Mass General Brigham•Conversion Only - Massachusetts, MA

20h•$18 - $25•Remote

About The Position

The Scheduler joins Mass General Brigham Medical Group’s Call Center team, which connects patients with care teams across the organization. The role supports the MetroWest region of Massachusetts, including Concord and Burlington, as well as the Salem, New Hampshire (Tuscan) location. The Scheduler handles a high volume of inbound calls—approximately 70–90 calls per day—scheduling appointments, answering questions, addressing complaints, and troubleshooting problems to provide timely, efficient, high-quality service. The role also uses knowledge of company products, services, and policies to assist callers. The position is full-time, 40 hours per week, with an ideal schedule of Monday through Friday, 8:30 a.m. to 5:00 p.m. Employees are expected to work onsite during all scheduled hours for initial onboarding and training. After successful completion of training and acclimation to the role, there may be opportunities for remote work. The posting lists the remote type as Remote.

Requirements

High school diploma or equivalent.
0–1 year of customer service work experience, specifically in a contact or call center environment.

Nice To Haves

0–1 year of experience in a medical office or health care setting, with Epic experience.

Responsibilities

Answer or make calls to understand and address clients’ needs, complaints, or other issues with products or services.
Respond efficiently and accurately to callers, explain possible solutions, and ensure callers feel supported and valued.
Listen actively, confirm or clarify information, and diffuse angry clients as needed.
Use software, databases, scripts, and tools appropriately.
Work to meet or exceed call center metrics while providing consistent, excellent customer service.
Follow company policies, procedures, and defined training.