What are the responsibilities and job description for the Call Center Representative position at Mass General Brigham Medical Group?
The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine. The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites.
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.
Job Summary:
Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.
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.
The ideal candidate is a well-rounded customer service professional who can multi-task, prioritize, and thrive in a high-volume setting! Previous experience in a medical call center and/or medical office environment is preferred but not required. When hiring, we look for candidates who possess not only the relevant experience, skills and competencies, but also positive attitudes and genuine passion for this work.
Please Note: This is a telephone-based position, so there is no face-to-face interaction with patients and/or other customers.
Qualifications
Education
High School Diploma or Equivalent required
Experience
Customer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or 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.
Job Type: Full-time
Pay: $17.42 - $21.50 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Preferred)
- Call center: 1 year (Preferred)
Ability to Commute:
- Lawrence, MA 01843 (Required)
Work Location: Hybrid remote in Lawrence, MA 01843
Salary : $17 - $22
