About

Site: The Brigham and Women's Hospital, 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. Job Summary -Responsible for managing and overseeing the daily operations of a team of customer service representatives handling inbound and outbound customer interactions -Manage and supervise a team of customer service representatives in a contact center environment, including hiring, training, coaching, and performance management. -Monitor and evaluate team performance to ensure adherence to established service level agreements (SLAs), quality standards, and key performance indicators (KPIs). -Provide guidance, support, and feedback to team members, conducting regular coaching sessions and performance reviews to enhance their skills and drive continuous improvement. -Foster a positive and collaborative team environment, promoting teamwork, engagement, and a customer-centric mindset. -Monitor and manage inbound and outbound customer interactions to ensure efficiency, accuracy, and adherence to established protocols and procedures. -Collaborate with other departments, such as training, workforce management, and quality assurance, to optimize contact center operations and enhance overall performance. -Direct oversight of the Medical Records Coordinator, providing guidance in their day to day tasks, monitoring and assisting in their ongoing development of new processes to ensure the BWH Administrative standards and expectations are met. •Coordinates training and orientation of new Specialty Clinic and Call Center administrative team members. •Monitors and supports timely patient phone volume on a day to day basis so calls are answered promptly meeting patient needs. •Support manager in implementing new initiatives as required by BWH or other regulatory entities and assist in monitoring to ensure sustainability. •Triage patient complaints for the department, working with appropriate personnel and resolving issues. •Assist in resolving/redirecting patient billing problems and inquires relating to all specialty services rendered. •Manages provider schedule templates for all clinic physicians, including cancellations, changes, etc. •Provides daily operational support to all providers as needed. •Track patient issues that could lead to satisfaction issues in clinics and inform Practice Administrator as appropriate. Recommend solutions and improvements when required. •Trained as super user in Epic and other required IS systems. •Responsible for dashboard metric review and report management used to provide recommendations for staff /department process improvements to the Practice Administrator. •Coordinates appropriate coverage when staffing levels are not sufficient. -Close collaboration with the Practice Coordinator on cross coverages. Qualifications Education Bachelor's Degree Business Administration required or Bachelor's Degree Related Field of Study preferred Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Experience in a supervisory or leadership role in a contact center or customer service environment. 2-3 years required Knowledge, Skills and Abilities - Strong knowledge of contact center operations, including inbound and outbound call handling, email and chat support, and customer relationship management (CRM) systems. - Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels. - Strong analytical and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions. - Proficient in using contact center technology and tools, such as workforce management software, call routing systems, and quality monitoring platforms. - Demonstrated ability to lead and motivate a team, fostering a positive work environment and driving employee engagement. Additional Job Details (if applicable) Physical Requirements Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote Type Hybrid Work Location 22 Patriot Place Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $56,992.00 - $82,992.00/Annual Grade 6 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: The Brigham and Women's Hospital, 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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.