Call Center Representative, Ambulatory, Lawrence

Mass General Brigham Call Center Representative

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.The position does not require patient care. Essential functions include answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services. The role requires efficient and accurate responses to callers, active listening, and the use of software, databases, scripts, and tools appropriately.Qualifications include a high school diploma or equivalent, customer service experience, and proficiency with computers, especially with CRM software. Strong time management and decision making skills are also required. The pay range for this position is $17.71 - $23.20/hourly. Mass General Brigham is an equal opportunity employer and will consider all qualified applicants without regard to race, color, national origin, sex, age, gender identity, disability, sexual orientation, or other protected status.