Contact Center Associate I

Salary Range: $17.00-$19.00/Hour
*All Pay Rates are subject to Experience, License or Certification and Location*

Edward M. Kennedy Community Health Center is one of the largest community health centers in Massachusetts serving Worcester, Framingham, Milford and the surrounding communities.  We are a thriving and growing organization, and our team is expanding across sites to support this growth.

We are currently hiring a Contact Center Associate I based in Worcester MA.  This position will handle inbound and outbound calls, accurately document patient information, and direct inquiries to the appropriate resources. Support appointment scheduling, route messages to clinical teams through the EHR, and collaborate with internal teams to resolve patient needs while meeting call center standards, KPIs, privacy requirements, and culturally and linguistically appropriate service expectations.

As an employer of choice, our inclusive workplace environment fosters teamwork, accountability and respect and supports the growth and development of each employee.  We are an equal opportunity employer and embrace the richness of the diversity of our staff and community.  You are a good fit for our team if you’re passionate about helping people live healthier lives and enjoy working in a supportive, team-based environment.
 

Essential Functions:

• Handle inbound and outbound calls using established protocols.
• Assess caller needs and direct them to appropriate resources.
• Accurately collect and document patient information.
• Use Health Center systems to resolve inquiries and support patient needs.
• Schedule appointments and provide scheduling support.
• Communicate with internal teams as needed.
• Meet call center KPIs, SOPs, and privacy requirements.
• Provide culturally and linguistically appropriate service.
• Participate in training, huddles, and team meetings.
• Perform other duties as assigned.

Education and Experience:

• Entry-level position; customer service, call center, or healthcare experience preferred but not required.
• Bilingual proficiency (English/Spanish, English/Portuguese, or other languages served) strongly preferred.
• Strong verbal and written communication skills with a professional, patient-focused approach.
• Basic computer skills and ability to learn multiple systems, including EHR platforms.
• Strong attention to detail and accurate data entry/documentation skills.
• Ability to follow established protocols and procedures in a fast-paced environment.
• Strong organization, time management, and multitasking skills.
• Commitment to patient confidentiality and privacy regulations.
• Ability to work effectively as part of a team and adapt to changing priorities.

Benefits:

• Competitive salary based on related experience
• Medical insurance starts on first day of employment. 
  • Health center pays 80% of medical insurance premiums.
  • Includes coverage for all employees and most family types.
• Generous time off packages
• Dental and Vision insurance
• 403b Retirement Plan with employer match
• Flexible Spending Accounts
• Employee Assistance Program