Call Center Representative, Ambulatory

About the role

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.

Our Call Center is based out of 500 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 once fully acclimated to the role.

Responsibilities

• Answer or make calls to clients to learn about and address their needs, complaints, or other issues with products or services
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that 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 as well as defined training

Qualifications

• High School Diploma or Equivalent required (experience cannot substitute for degree)
• Customer Service Experience: 1–2 years preferred
• Call Center Experience: 0–1 year preferred
• Foreign Language Experience: 0–1 year preferred

Schedule

The ideal schedule for this role is Monday to Friday, from 8:30 AM to 5:00 PM (40 hours per week). Onsite presence required at 500 Merrimack Street, Lawrence, MA during onboarding/training for the first few weeks; remote work options available after successful completion of probationary period and full acclimation to the role.

Pay

Hourly range: $17.71 – $23.20 (Grade 2). Base pay is determined by skills, relevant experience, education, certifications, and other essential factors. The range reflects minimum job qualifications and does not encompass all elements of total compensation.

Benefits

Comprehensive benefits package including career advancement opportunities, differentials, premiums and bonuses as applicable, and recognition programs designed to celebrate contributions and support professional growth.