[Hiring] Contact Center Representative @Baystate Health

Role Description

Baystate Health is seeking a Contact Center Representative to join our Contact Center in support of patients and providers throughout the Baystate Health System. The Contact Center works closely with patients, physicians, Baystate Medical Practices, community providers, and clinical teams to help ensure timely, appropriate access to care.

The Contact Center Representative role offers the opportunity to make a meaningful impact by helping patients connect with the right care at the right time while providing professional, compassionate service to patients and referring providers.

As part of a fast-paced, high-energy team, the Contact Center Representative will use strong communication, customer service, and organizational skills to support appointment scheduling, respond to provider and patient needs, and help create positive experiences across the healthcare system.

• Respond to physician, Baystate Medical Practices, and community provider requests to help ensure timely access to care.
• Assist patients with scheduling appropriate appointments and consultations.
• Respond professionally and courteously to requests received by telephone, fax, and online portals.
• Ensure accurate appointment types and durations are selected based on patient and provider needs.
• Accurately document interactions and follow established processes, protocols, and confidentiality standards.
• Use Baystate clinical and administrative systems to access and communicate patient and physician information.
• Meet departmental quality assurance, customer service, productivity, and call-processing accuracy standards.
• Collaborate effectively with physicians, clinical teams, medical practices, and Contact Center colleagues to deliver a positive patient and provider experience.

Qualifications

• Two years of prior experience in a physician office or two years of prior experience in a customer service setting.
• Ability to communicate professionally and effectively with patients, physicians, medical professionals, and internal and external customers.
• Ability to use telephone, computer, and related technology in a fast-paced environment.
• Ability to actively listen, understand customer needs, and respond appropriately.
• Strong oral, written, and interpersonal communication skills.
• Ability to maintain strict confidentiality.
• Ability to type greater than 40 words per minute.

Requirements

• Successful completion of a medical terminology course or willingness to complete an approved medical terminology course within one year of hire.
• Experience working with physicians or other medical professionals.
• Spanish language skills, written and verbal, may be beneficial in some settings.
• Experience with healthcare clinical or administrative systems, including CIS, Centricity Business, ORSOS, Compliance Checker, SMS, I Privileges, or 3M, as applicable.
• Demonstrated ability to adapt to new processes, software, and technology.

Benefits

• Medical, dental, and vision coverage, including local Health New England plans.
• Tuition assistance, CEUs, and professional development opportunities.
• Clinical advancement, leadership development, and internal career opportunities.
• Career options across Baystate Health hospitals, practices, and services throughout western Massachusetts.
• Retirement savings and employer match.
• Generous PTO for eligible employees.
• Wellbeing programs and resources supporting mental, physical, and financial health.

Company Description

Baystate Health is an integrated healthcare system serving patients and communities throughout western Massachusetts. Our network includes Baystate Medical Center, Baystate Children's Hospital, Baystate Noble Hospital, Baystate Franklin Medical Center, Baystate Wing Hospital, Baystate Medical Practices, and Baystate Home Health & Hospice.

Whether you provide direct patient care, clinical services, or operational support, your work at Baystate Health helps improve the health of the communities we serve.