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Mass General Brigham logo
Mass General Brigham

Mass General Brigham connects a full spectrum of care across a system of academic medical centers, specialty and community hospitals, physician networks, a heal

Call Center Representative

Location

United States

Posted

83 days ago

Salary

$18 - $23 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Call Center Representative

Mass General Brigham

Site: Mass General Brigham Community Physicians, 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 Brigham’s 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 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. Qualifications Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Customer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or Foreign Language Experience 0-1 year preferred Knowledge, 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. Additional Job Details (if applicable) Remote Type Remote Work Location 500 Merrimack Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $17.71 - $22.76/Hourly Grade 2 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, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 6010 Mass General Brigham Community Physicians, 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 Veteran’s 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 (857)-282-7642. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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TX-HHSC-DSHS-DFPS logo

Statewide Intake Specialist

TX-HHSC-DSHS-DFPS

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey.

Full TimeRemoteTeam 10,001

The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals. What You Get Beyond Your Paycheck When you join the State of Texas, your monthly paycheck is just one part of your real income. Our benefits provide extra value that many private employers simply don’t match—often adding hundreds of dollars each month to what you take home or save. 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The position answers calls placed to Protective Services Statewide Intake (SWI) for reporting abuse/neglect of children; and abuse, neglect, or exploitation to persons 65 years and older or adults with disabilities. In addition to answering calls, the position reviews faxes, mail and Internet information received by SWI. The position assesses intakes for determination of priority, allegation type, and handling. The position must be able to provide adequate 24-hour coverage, including holidays and must be able to work a flexible schedule as needed. The position interacts routinely with Texas Department of Family and Protective Services staff, representatives from various organizations, and the general public HELP US MAKE A DIFFERENCE: To explore more of what Statewide Intake Specialists do, click here. For a realistic job preview of this position and to learn more DFPS, please click here. 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Essential Job Functions (EJFs): - Assesses severity of the circumstances according to department policies and procedures and assigns a priority classification to all reports. - Assesses intake reports for determination of priority, allegation type, and handling. - Provides assistance to unit supervisor and unit staff in interpreting policy, training new workers, completing unit reports, responding to client complaints, and acting in the supervisor’s absence. - Obtains and documents detailed information from callers and correspondence concerning the alleged abuse or neglect of children and abuse, neglect or exploitation to persons 65 years and older or adults with disabilities. - Provides policy information to the public and other information and referral services. - Relays reports of abuse or neglect to appropriate protective services field staff or outside agency. - Documents all Information & Referral calls and correspondence received. - Performs other duties as assigned and required to maintain unit operations. - Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts. - Attends work regularly in accordance with agency leave policy. Knowledge, Skills and Abilities (KSAs): - Knowledge of Texas laws relating to abuse/neglect of children and abuse/neglect/exploitation of elderly and disabled adults. - Knowledge of normal child development, the aging process, and family dynamics. - Skill in interviewing, and in the use of a computer and applicable software. - Ability to elicit information relative to the determination of the likelihood of abuse/neglect/exploitation. - Ability to empathize with and provide encouragement to clients and their families. - Ability to type information into an automated system while conversing with callers over the phone. 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Examples of relevant work experience in social, human, or protective services include paid or volunteer work within social service agencies or communities providing services to families or other at-risk populations. Employed as a Statewide Intake Specialist I for 9 months AND have received Statewide Intake Specialist Certification OR currently employed as a Statewide Intake Specialist II OR previous experience as a Statewide Intake Specialist II in Texas Department of Family and Protective Services. Statewide Intake Specialist III: An accredited Bachelor's degree OR accredited Associate's degree plus two (2) years of relevant work experience OR 60 accredited college credit hours plus two (2) years relevant work experience OR 90 accredited college credit hours plus one (1) year of relevant work experience. Examples of relevant work experience in social, human, or protective services include paid or volunteer work within social service agencies or communities providing services to families or other at-risk populations. Employed as a Statewide Intake Specialist II for 9 months AND received Statewide Intake Advanced Specialist Certification OR currently employed as a Statewide Intake Specialist III OR previous experience as a Statewide Intake Specialist III in Texas Department of Family and Protective Services. Statewide Intake Specialist IV: An accredited Bachelor's degree OR accredited Associate's degree plus two (2) years of relevant work experience OR 60 accredited college credit hours plus two (2) years relevant work experience OR 90 accredited college credit hours plus one (1) year of relevant work experience. Examples of relevant work experience in social, human, or protective services include paid or volunteer work within social service agencies or communities providing services to families or other at-risk populations. Employed as a Statewide Intake Specialist III for 24 months AND have received Statewide Intake Advanced Specialist Certification OR currently employed as a Statewide Intake Specialist IV OR previous experience as a Statewide Intake Specialist IV in Texas Department of Family and Protective Services. Preferred Criteria - Completion of coursework or a degree in Social Work, Criminal Justice, Sociology, Counseling, Education, or related field. - Prior professional or volunteer experience in child protection, foster care, juvenile justice, mental health, or substance abuse services. - Familiarity with trauma-informed care or experience conducting interviews or assessments with children and families. Additional Information: THIS POSITION CAN BE FILLED ANYWHERE WITHIN THE STATE OF TEXAS. This position may be filled at any level from a Protective Services Intake Specialist I to Protective Services Intake Specialist IV. Factors such as education and experience may be considered when establishing the starting salary; however, the starting salary for this position may not exceed the maximum of the pay group. Statewide Intake Shift Differential: • Nights - Shifts ending between the hours of 11:30 PM and 8:30 AM: 6% differential. • Weekends - Shifts ending between 12:30 AM Saturday and 8:30 AM Monday: 2.5% differential for each shift scheduled as a weekend shift. The maximum differential is 5% for weekend shifts. • A weekend differential may be offered in addition to a night differential. • A 11% differential is the maximum for any schedule Applicants hired into positions that qualify for the pay differentials will be eligible for this increase the first of the month following the eight weeks of Basic Skills Development training. Must be able to type at least 30 words per minute: A typing test will be given as part of the interview process. Bilingual English / Spanish speakers are preferred. Prior Statewide Intake employees that have been separated less than 12 months may not be required to attend Basic Skills Development Training. Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC. Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions. Applicants selected for hire must pass a background check and if applicable a driver’s record check. State of Texas employees are required to maintain the security and integrity of critical infrastructure as defined in Section 117.001(2), State of Texas Business and Commerce Code. Applicants selected for hire comply with this code by completing related training and abiding by agency cybersecurity and communications system usage policies. As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files. DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents . In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS/DFPS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

United States
$3.4K - $5.1K / month
Job Closed