What are the responsibilities and job description for the Call Center Representative I position at Mass General Brigham?
Site: The McLean Hospital Corporation
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.
Summary
Job Summary
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.
Qualifications
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 or Call Center Experience 1 -2 years preferred or Foreign Language Experience 0-1 year preferred. Healthcare experience a plus.
Knowledge, Skills And Abilities
Additional Job Details (if applicable)
Onsite
Work Location
115 Mill Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Evening (United States of America)
EEO Statement
The McLean Hospital Corporation is an Affirmative Action 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.
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.
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.
Summary
Job Summary
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.
Qualifications
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 or Call Center Experience 1 -2 years preferred or Foreign Language Experience 0-1 year preferred. Healthcare experience a plus.
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.
Additional Job Details (if applicable)
- Standing Occasionally (3-33%)
- Walking Occasionally (3-33%)
- Sitting Constantly (67-100%)
- Lifting Occasionally (3-33%) 20lbs - 35lbs
- Carrying Occasionally (3-33%) 20lbs - 35lbs
- Pushing Rarely (Less than 2%)
- Pulling Rarely (Less than 2%)
- Climbing Rarely (Less than 2%)
- Balancing Occasionally (3-33%)
- Stooping Occasionally (3-33%)
- Kneeling Rarely (Less than 2%)
- Crouching Rarely (Less than 2%)
- Crawling Rarely (Less than 2%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Constantly (67-100%)
- 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%)
Onsite
Work Location
115 Mill Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Evening (United States of America)
EEO Statement
The McLean Hospital Corporation is an Affirmative Action 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.
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.
