Call Center Representative - Lawrence

Site: Mass General Brigham Medical Group Western Massachusetts Inc.

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

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 Brighams 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

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.

EducationHigh School Diploma or Equivalent requiredCan this role accept experience in lieu of a degreeNoLicenses and CredentialsExperienceCustomer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or Foreign Language Experience 0-1 year preferredKnowledge 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.

Remote

500 Merrimack Street

40

Regular

Day (United States of America)

Mass General Brigham Medical Group Western Massachusetts Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework