Call Center Operator II

Room Service Liaison

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.

Job Summary

As a member of the Room Service team, serves as a key liaison between patients, clinical staff, and food service operations. Ensures timely delivery of high-quality, patient-specific meals while providing exceptional customer service and maintaining compliance with all food safety and regulatory standards.

Key Responsibilities

• Assist patients with menu selection and ensure meals align with prescribed diet orders
• Enter and manage meal orders accurately using the Computrition system
• Communicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutions
• Ensure all patients receive meals within established service timelines
• Identify patients who have not ordered and facilitate meal service to ensure proper nutrition
• Respond to patient and staff requests, resolving issues or escalating as needed
• Coordinate and manage delivery of nourishments, supplements, and special requests
• Maintain accurate patient diet information and records in the system
• Support training and onboarding of new team members
• Adhere to all food safety, sanitation, and HACCP guidelines
• Assist with tray delivery and pickup as needed

Additional Skills & Competencies

• Excellent customer service and communication skills with a patient-centered approach
• Ability to multitask and work efficiently in a fast-paced, high-volume environment
• Strong attention to detail and problem-solving skills
• Ability to handle sensitive situations with professionalism and confidentiality
• Proficiency with computer systems (e.g., Computrition, Microsoft Office)
• Ability to work collaboratively with a diverse team and healthcare staff
• Bilingual skills and Registered Diet Technician credentials are a plus

Work Environment

• Fast-paced call center and healthcare setting with frequent patient interaction
• Combination of sitting, standing, and walking throughout the shift
• Occasional lifting (up to 25 lbs) and transporting of food carts
• Exposure to kitchen environments and varying temperatures
• Rotating shifts including early mornings, evenings, weekends, and holidays

Minimum Starting Pay: $18.58

Pay Range: $18.58 - $26.58/Hourly