Call Center Operator II

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The Brigham and Women's Hospital, 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.

As a member of the Room Service team, serves as a key liaison between patients, clinical staff, and food service operations. Ensures timely delivery of high-quality, patient-specific meals while providing exceptional customer service and maintaining compliance with all food safety and regulatory standards.

• Assist patients with menu selection and ensure meals align with prescribed diet orders
• Enter and manage meal orders accurately using the Computrition system
• Communicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutions
• Ensure all patients receive meals within established service timelines
• Identify patients who have not ordered and facilitate meal service to ensure proper nutrition
• Respond to patient and staff requests, resolving issues or escalating as needed
• Coordinate and manage delivery of nourishments, supplements, and special requests
• Maintain accurate patient diet information and records in the system
• Support training and onboarding of new team members
• Adhere to all food safety, sanitation, and HACCP guidelines
• Assist with tray delivery and pickup as needed

• Excellent customer service and communication skills with a patient-centered approach
• Ability to multitask and work efficiently in a fast-paced, high-volume environment
• Strong attention to detail and problem-solving skills
• Ability to handle sensitive situations with professionalism and confidentiality
• Proficiency with computer systems (e.g., Computrition, Microsoft Office)
• Ability to work collaboratively with a diverse team and healthcare staff
• Bilingual skills and Registered Diet Technician credentials are a plus

• Fast-paced call center and healthcare setting with frequent patient interaction
• Combination of sitting, standing, and walking throughout the shift
• Occasional lifting (up to 25 lbs) and transporting of food carts
• Exposure to kitchen environments and varying temperatures
• Rotating shifts including early mornings, evenings, weekends, and holidays

• High School Diploma or equivalent preferred
• Customer service and/or call center experience required
• Healthcare or food service experience preferred
• Basic computer and math skills required
• Knowledge of therapeutic diets and nutrition services preferred

Minimum Starting Pay: $18.58 Per Diem/Shifts Can Vary

Remote Type Onsite Work Location 75 Francis Street

Scheduled Weekly Hours 0 Employee Type Per Diem Work Shift Rotating (United States of America) Pay Range $18.58 - $26.58/Hourly Grade 3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications;

however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials,…