Call Center Representative, Ambulatory

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.
Our Call Center is based out of 370 Merrimack Street in Lawrence, MA. Employees are expected to be onsite for all hours worked during onboarding/training for the first few weeks, but there are options for remote work after the successful completion of that probationary period and fully acclimated to the role.
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.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
Customer Service Experience 1-2 years preferred

Call Center Experience 0-1 year preferred

Foreign Language Experience 0-1 year preferred

Knowledge, 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. Mass General Brigham Community Physicians, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.