Call Center Operator II

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

As a member of the Room Service team, serves as a key liaison between patients, clinical staff, and food service operations.

Ensures timely delivery of high-quality, patient-specific meals while providing exceptional customer service and maintaining compliance with all food safety and regulatory standards.

Qualifications

Key Responsibilities

• •Assist patients with menu selection and ensure meals align with prescribed diet orders
• •Enter and manage meal orders accurately using the Computrition system
• •Communicate with patients, families, and clinical staff to clarify dietary needs and make appropriate substitutions
• •Ensure all patients receive meals within established service timelines
• •Identify patients who have not ordered and facilitate meal service to ensure proper nutrition
• •Respond to patient and staff requests, resolving issues or escalating as needed
• •Coordinate and manage delivery of nourishments, supplements, and special requests
• •Maintain accurate patient diet information and records in the system
• •Support training and onboarding of new team members
• •Adhere to all food safety, sanitation, and HACCP guidelines
• •Assist with tray delivery and pickup as needed

Additional Skills & Competencies

• •Excellent customer service and communication skills with a patient-centered approach
• •Ability to multitask and work efficiently in a fast-paced, high-volume environment
• •Strong attention to detail and problem-solving skills
• •Ability to handle sensitive situations with professionalism and confidentiality
• •Proficiency with computer systems (e.g., Computrition, Microsoft Office)
• •Ability to work collaboratively with a diverse team and healthcare staff
• •Bilingual skills and Registered Diet Technician credentials are a plus

Work Environment

• •Fast-paced call center and healthcare setting with frequent patient interaction
• •Combination of sitting, standing, and walking throughout the shift
• •Occasional lifting (up to 25 lbs) and transporting of food carts
• •Exposure to kitchen environments and varying temperatures
• •Rotating shifts including early mornings, evenings, weekends, and holidays

Additional Job Details (if applicable)

• •High School Diploma or equivalent preferred
• •Customer service and/or call center experience required
• •Healthcare or food service experience preferred
• •Basic computer and math skills required
• •Knowledge of therapeutic diets and nutrition services preferred

Minimum Starting Pay:

$18.58

Per Diem/Shifts Can Vary

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

20

Employee Type

Regular

Work Shift

Rotating (United States of America)

Pay Range

$18.58 - $26.58/Hourly

Grade

3

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:

2200 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.