Mass General Brigham · 7 hours ago
Customer Service Representative II
Boston-MA
Full-time
Onsite
New Grad, Entry Level
$18.22/hr - $26.06/hrMass General Brigham is a not-for-profit organization that supports patient care, research, teaching, and community service. The Customer Service Representative II will perform a broad range of activities to support day-to-day operations, focusing on internal/external customer service and patient transport while ensuring timely resolution of inquiries.
Health CareHome Health CareMedical
Responsibilities
Act as patient advocate between Materials Management and patient care units with the sole purpose of delivering excellent service to each and every customer. Excellent customer service is achieved by following the guidelines and procedures as documented
Ensure that patient call requests are being dispatched in a timely manner and patients are being transported with little to no delays
Ensure that requests for medical products from MM stat room, equipment room, and linen room are delivered to the units in a timely manner with little to no delays
A Specialist for MM must be able to handle a large call volume while remaining calm and professional at all times, both on and off the phone
Answers and directs all incoming calls according to established guidelines for both customer service deliveries and patient transports. Feedback should be accurate and timely to avoid escalations
Customer Service Representative should take all measures to address customer requests/complaints prior to escalating to Team Lead or Supervisor
Customer Service Representative should be able to understand and have a working knowledge of the necessary systems needed to complete the day-to-day job requirements. Customer Service Database, PeopleSoft Express, Epic
Customer Service Representative must have an understanding of the stat room and where products are normally located to ensure a cohesive work flow
Understand and complete the protocol of opening tickets, staging tickets, closing, and scanning ticket requests for orders
Manage and maintain the necessary reports associated with both customer service delivery and patient transport. Such as, the Customer Service, KCI report or the Patient Transport, Productivity report
The ability to respond to emergency situations in the hospital; severe weather conditions, bio-threat activations, and any others that may require Customer Care assistance
The duties listed are not all-inclusive of job duties and responsibilities and an Advocate must be able to perform other duties as assigned pertaining to the day-to-day performance of the job title
Qualification
Required
Act as patient advocate between Materials Management and patient care units with the sole purpose of delivering excellent service to each and every customer
Ensure that patient call requests are being dispatched in a timely manner and patients are being transported with little to no delays
Ensure that requests for medical products from MM stat room, equipment room, and linen room are delivered to the units in a timely manner with little to no delays
A Specialist for MM must be able to handle a large call volume while remaining calm and professional at all times, both on and off the phone
Answers and directs all incoming calls according to established guidelines for both customer service deliveries and patient transports
Customer Service Representative should take all measures to address customer requests/complaints prior to escalating to Team Lead or Supervisor
Customer Service Representative should be able to understand and have a working knowledge of the necessary systems needed to complete the day-to-day job requirements
Customer Service Representative must have an understanding of the stat room and where products are normally located to ensure a cohesive work flow
Understand and complete the protocol of opening tickets, staging tickets, closing, and scanning ticket requests for orders
Manage and maintain the necessary reports associated with both customer service delivery and patient transport
The ability to respond to emergency situations in the hospital; severe weather conditions, bio-threat activations, and any others that may require Customer Care assistance
Benefits
Comprehensive benefits
Career advancement opportunities
Differentials
Premiums and bonuses as applicable
Recognition programs designed to celebrate your contributions and support your professional growth
Company
Mass General Brigham
Mass General Brigham specializes in providing medical treatments and health diagnostics services.
Founded in 1994
10001+ employees
H1B Sponsorship
Mass General Brigham has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (77)
2024 (61)
2023 (93)
2022 (70)
2021 (80)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
E
Erin Flanigan
SVP, Human Resources, Community, Specialty Hospital Division
O’Neil A. Britton
Chief Integration Officer, Executive Vice President
Recent News
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2025-12-29
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