What are the responsibilities and job description for the Call Center Operator position at Mass General Brigham?
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Works every other weekend- Saturday and Sunday- evening shift
Job Summary
Key Details:Schedule: Varies based on department needs (standard hospital schedule).
Primary Responsibilities: Assisting patients with meal choices, ensuring proper nutrition, and collaborating with clinical teams.
Patient Care Required? Yes
Essential Responsibilities:
Attend department meetings, in-services, and training sessions as assigned.
Assist patients with menu choices that fit within their diet restrictions.
Adjust patient meal selections based on MD/RD/RN instructions.
Ensure that all patients receive nourishment at each meal and notify RN when this does not happen.
Answer phones and assist with callers’ requests according to department guidelines.
Follow procedures for ordering supplements and enteral nutrition support products.
Comply with department standards for meal delivery and set-up.
Complete regular and therapeutic diet menus according to care standards.
Assist tray line staff and supervisor as needed.
Deliver and pick up meal trays promptly.
Ensure calorie counts are completed and accurate.
Conduct meal rounds and tray assessments as assigned.
Report issues and complaints; rectify any issues as needed.
Communicate regularly with clinical and production teams about patient issues, special orders, and diet education needs.
Recognize and perform additional duties that need to be completed.
Uphold and enforce standards and policies set forth by the hospital and department.
Qualifications
High School Diploma or Equivalent preferred
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Healthcare experience including patient contact preferred Prior experience with customer service via telephones preferred
Knowledge, Skills and Abilities
- Staff adheres to all I C.A.R.E. Standards.
- Must be able to read, write and clearly speak English.
- Ability to push food carts.
- Ability to pleasantly and effectively handle multiple phone lines and voice mail.
- Must have basic computer skills in order to be able to use various computer.
- programs/systems within the hospital.
- Strong communication and interpersonal skills are required.
Additional Job Details (if applicable)
Physical Requirements
- Standing Frequently (34-66%)
- Walking Frequently (34-66%)
- Sitting Occasionally (3-33%)
- Lifting Occasionally (3-33%) 35lbs (w/assisted device)
- Carrying Occasionally (3-33%) 35lbs (w/assisted device)
- Pushing Occasionally (3-33%)
- Pulling Occasionally (3-33%)
- Climbing Occasionally (3-33%)
- Balancing Frequently (34-66%)
- Stooping Occasionally (3-33%)
- Kneeling Occasionally (3-33%)
- Crouching Occasionally (3-33%)
- Crawling Occasionally (3-33%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Frequently (34-66%)
- Fine Manipulation (Fingering) Frequently (34-66%)
- Feeling Constantly (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%) Hearing Constantly (67-100%)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
