Experienced Full Stack Call Center Representative - Patient Support and Service Excellence

About Us

Mass General Brigham, a leading healthcare system in the United States, is committed to delivering exceptional patient care, advancing medical research, and fostering a culture of innovation and excellence. As a partner of Randstad, a global leader in recruitment and staffing, we are seeking an experienced Full Stack Call Center Representative to join our team. This role is a unique opportunity to make a meaningful impact in the lives of patients, families, and healthcare professionals while working in a dynamic and supportive environment.

Job Summary

We are looking for a highly skilled and customer-focused Call Center Representative to join our team. As a Full Stack Call Center Representative, you will be responsible for providing exceptional service to patients, families, and healthcare professionals through phone, email, and chat interactions. You will also be responsible for resolving complex issues, escalating concerns to supervisors and managers as needed, and collaborating with HR counterparts to ensure seamless service delivery.

Responsibilities

• Respond to requests and inquiries from customers (prioritizing as appropriate) and execute on key tasks and activities in accordance with defined procedures and guidelines.
• Ensure delivery of business results by meeting or exceeding all service level agreements and delivering high-quality services that meet or exceed customer expectations.
• Investigate issue areas and determine methods of mitigation to resolve problems within acceptable time-frames, routing or escalating complex transactions to supervisor, manager, customer service specialists, or tier two for resolution as appropriate.
• Receive inbound inquiries via multiple channels (phone, email, case management, chat, etc.), clarify the need, and assist in the resolution of concerns.
• Fully document all cases in the case management application, establish/update processes as necessary.
• Partner with HR counterparts (in Shared Services and across institutions) to ensure all escalated issues are resolved and service levels met.
• Take ownership of all assigned tasks, initiatives, and inquiries and ensure that they are resolved/completed efficiently and with a superior level of quality.
• Assist and encourage users to make effective use of self-service options, empower them to solve inquiries.

Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

Essential Qualifications

• 1 year of experience in a call center or customer service environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
• Strong typing skills and proficiency in using computer software applications.
• Ability to work independently and as part of a team.
• Strong customer service skills and a commitment to delivering exceptional service.

Preferred Qualifications

• Experience working in a healthcare environment or with patients and families.
• Knowledge of HR policies and procedures.
• Experience with case management software applications.
• Ability to work in a remote environment and maintain a high level of productivity and engagement.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Call Center Support
• Typing Skills
• Organizational Skills
• Interpersonal Skills
• Active Listening
• Customer Support
• Customer Service
• Critical Thinking
• Multi-tasking

Career Growth Opportunities and Learning Benefits

We are committed to supporting the growth and development of our employees. As a Full Stack Call Center Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program.
• Ongoing training and coaching to support your growth and development.
• Opportunities for career advancement and professional growth.
• Access to a range of training and development programs, including leadership development, communication skills, and customer service training.

Work Environment and Company Culture

We are proud to offer a dynamic and supportive work environment that is committed to delivering exceptional patient care and service excellence. As a Full Stack Call Center Representative, you will be part of a team that is passionate about making a difference in the lives of patients, families, and healthcare professionals. Our company culture is built on the following values:

• Patients: We are committed to delivering exceptional patient care and service.
• Affordability: We are committed to providing affordable and accessible healthcare services.
• Accountability & Service Commitment: We are committed to delivering high-quality services that meet or exceed customer expectations.
• Decisiveness: We are committed to making informed and timely decisions that support our patients and customers.
• Innovation & Thoughtful Risk: We are committed to innovation and taking thoughtful risks to improve our services and delivery.
• Diversity & Inclusion: We are committed to creating a diverse and inclusive work environment that values and respects all employees.
• Integrity & Respect: We are committed to delivering services with integrity and respect for all patients, families, and healthcare professionals.
• Learning, Continuous Improvement & Personal Growth: We are committed to learning, continuous improvement, and personal growth for all employees.
• Teamwork & Collaboration: We are committed to working together as a team to deliver exceptional patient care and service excellence.

Compensation, Perks, and Benefits

We offer a comprehensive benefits package, including:

• Competitive salary.
• Comprehensive health insurance.
• 401K contribution.
• Incentive and recognition program.
• Opportunities for career advancement and professional growth.

Conclusion

We are seeking a highly skilled and customer-focused Full Stack Call Center Representative to join our team. If you are passionate about delivering exceptional patient care and service excellence, and are committed to making a difference in the lives of patients, families, and healthcare professionals, we encourage you to apply for this role. We look forward to hearing from you!

Don't Hesitate, Apply!

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!