Healthcare Call Center Representative

Healthcare Call Center Representative

Location: Boston, MA

Schedule: Flexible – 10‑hour availability window required. Shift availability: first shift (6:30 AM‑6:00 PM) or second shift (Friday‑Monday 4×10 schedule, currently being created). Weekend availability is required – either Saturday or Sunday. Training: 2–3 weeks (typical hours 10:30 AM–6:30 PM).

About the Role

As a Customer Service Representative, you will be the first point of contact for patients calling hospitals and health clinics. You’ll triage calls by identifying the on‑call provider, accessing contact details in the database, and routing the call appropriately. This high‑volume role handles up to 200 calls per day, with performance measured by KPIs such as answering 85 % of calls within 30 seconds.

Key Responsibilities

• Triage incoming calls from patients to appropriate medical contacts.
• Use internal systems to identify on‑call providers and contact details.
• Maintain high call quality and courteous communication.
• Adhere to scheduling requirements, including weekends and holidays.
• Ensure perfect attendance during training and maintain strong attendance thereafter.

Top Must‑Haves

• Avid learner with a growth mindset.
• Competitive drive and strong work ethic.
• Flexible availability (10‑hour scheduling window).
• Positive attitude and team‑oriented mindset.
• Strong tenure and reliability in previous roles.
• Near‑perfect attendance record.

Preferred Experience

• Prior experience in medical settings (hospitals, clinics, practices).
• Comfortable working onsite in a non‑call‑center environment.

Work Environment

• Onsite call center supporting 5 major hospitals and 260+ clinics.
• Team of 12–15 agents, 4 supervisors, and support staff.
• Business casual dress code.
• No free parking for first shift – public transport encouraged.

Employee Value Proposition

• Opportunity to work with top healthcare organizations in the state.
• Career growth potential for high performers.
• Essential role – required to work during holidays and inclement weather.

Pay and Benefits

• Pay range: $22.00 – $25.00 /hr.
• Medical, dental & vision.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) plan (pre‑tax and Roth post‑tax).
• Life insurance (voluntary life & AD&D).
• Short and long‑term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid time off / vacation or sick leave.

Workplace Type

Fully onsite position in Boston, MA.

Application Deadline

This position is anticipated to close on Oct 31, 2025.

Equal Opportunity Statement

The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.