Call Center Representative, Ambulatory

Overview

At Mass General Brigham Medical Group, the Call Center team connects patients with care teams, providing compassionate, patient‑centered support for appointment scheduling, registration, referral coordination, message management, and general inquiries across specialties and practices.

• Handle a high volume of inbound calls (70–90 per day per agent), scheduling appointments, answering questions, addressing complaints, and troubleshooting problems.
• Answer or make calls to clients to learn about and address their needs, complaints, or other issues.
• Respond efficiently and accurately to callers, explaining possible solutions and ensuring clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients as needed.
• Utilize software, databases, scripts, and tools appropriately.
• Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service.
• Adhere to all company policies and procedures and defined training.

The 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, with options for remote work thereafter.

High School Diploma or equivalent required.

• Customer Service
  
  Experience:
  
  1–2 years preferred.
• Call Center
  
  Experience:
  
  0–1 year preferred.
• Foreign Language
  
  Experience:
  
  0–1 year preferred.

• Familiarity 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 CRM software, and strong typing skills.
• Strong time management and decision‑making skills.
• Fluency in multiple languages may be desired.

Mass General Brigham Community Physicians, Inc. is an Equal Opportunity 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.