MassHealth Patient Contact Center, Worcester, US
The Medical Healthcare Inbound Call Agent serves as the first point of contact for patients seeking appointments, clinical information, billing clarification, and care navigation support. You will manage a high volume of healthcare-specific enquiries, requiring strong communication skills, empathy, confidentiality, and the ability to relay complex medical information accurately.
You will utilise clinical booking systems, specialist triage protocols, and referral pathways to ensure patients receive timely and appropriate support. This role requires the ability to remain calm, professional, and patient-centred within a busy call centre environment that supports hospitals across the state.
Your duties include booking diagnostic tests, managing consultant clinic schedules, escalating urgent clinical concerns, and ensuring full compliance with HIPAA and private care procedures. You will be the gateway between patients and their care teams.
