Hospital Answering Service Operator @ TEKsystems

Hospital Answering Service Operator / $22-$25hr

Job DescriptionThis on-site role in Boston focuses on supporting hospitals and health clinics by handling high-volume inbound calls from patients and medical staff. As a Hospital Answering Service Operator, you triage calls, identify the appropriate on-call provider, and route calls accurately and efficiently using internal databases, all while maintaining a professional, courteous phone presence and strong call quality in a fast-paced environment.

Responsibilities

• Handle high-volume inbound calls from patients of physicians, hospital clinics, and smaller health centers in a professional and courteous manner.
• Quickly determine the appropriate on-call contact for each client and retrieve accurate contact information from internal databases.
• Triage calls and route them to the correct provider, clinic, or support staff based on established procedures and client requirements.
• Meet key performance indicators, including answering at least 85% of calls within 30 seconds, while maintaining excellent call quality.
• Provide clear, empathetic, and professional communication to patients and medical staff during sensitive and time-critical calls.
• Maintain reliable, near-perfect attendance, especially during the mandatory 23 week training period and ongoing scheduled shifts.
• Demonstrate flexibility with scheduling by being available within defined shift windows and working every Saturday or Sunday as required.
• Adhere to all call center protocols, documentation standards, and data entry requirements for each call handled.
• Type accurately at a minimum of 40 words per minute while navigating multiple systems during live calls.
• Protect confidential information and handle sensitive healthcare-related calls with discretion and professionalism.
• Exhibit a positive attitude, strong work ethic, and competitive drive to learn and improve performance over time.
• Show proven tenure and commitment in previous roles, reflecting stability and reliability in employment history.
• Participate fully in training sessions, apply new knowledge quickly, and become self-sufficient in call handling procedures.
• Work holidays and during inclement weather as part of a 24/7 essential call center operation that never closes.
• Collaborate with supervisors, peers, and support staff in a team environment to ensure consistent, high-quality service for all healthcare clients.

Essential Skills

• Demonstrated reliability with strong on-time attendance and near-perfect overall attendance.
• Excellent phone presence with clear, courteous, and professional communication skills.
• Proven customer service experience, ideally in a high-volume environment.
• Prior call center experience, including handling inbound calls and working with performance metrics.
• Ability to type at least 40 words per minute accurately while multitasking.
• Strong data entry skills and comfort navigating databases and call center systems.
• Ability to work on-site in Boston in a fast-paced call center supporting healthcare organizations.
• Flexibility in scheduling, including a 10-hour daily availability window within assigned shift ranges.
• Willingness and ability to work every Saturday or every Sunday, depending on the assigned schedule.
• Commitment to work holidays and during inclement weather as part of an essential 24/7 operation.
• Positive attitude, competitive edge, and eagerness to learn and grow in the role.
• Evidence of good tenure in previous roles, showing consistent employment and limited job-hopping.
• Strong listening skills and ability to triage and route calls accurately under time pressure.
• Courteous demeanor and ability to maintain high call quality even in high-stress situations.

Additional Skills and Qualifications

• Experience working in a medical setting such as hospitals, medical practices, or health centers.
• Familiarity with medical terminology and healthcare environments.
• Experience in customer support or customer service call centers, particularly within insurance or healthcare.
• Experience in health care customer service, supporting patients or medical staff over the phone.
• Comfort working in a high-volume call center with performance-based expectations.
• Ability to learn new systems and procedures quickly and operate as a self-sufficient team member.
• Strong organizational skills and attention to detail when documenting calls and updating records.

Work EnvironmentThis is a fully on-site role in a high-volume call center located in the hospital district of Boston, Massachusetts. The center operates 24/7, supporting five major hospitals and more than 260 clinics, with a team of approximately 1215 agents, 4 supervisors, and additional HR and support staff. The work environment is fast-paced and performance-driven, with key metrics such as answering 85% of calls within 30 seconds. Shifts are scheduled within defined windows rather than fixed times; for example, first-shift employees must be available between 7:00 a.m. and 6:00 p.m., though they do not work the entire window.

Second-shift schedules typically fall between 2:00 p.m. and 11:00 p.m. All schedules are planned 34 weeks in advance, and every schedule requires working either Saturday or Sunday. Training for all shifts usually runs from 10:30 a.m. to 6:30/7:00 p.m. for 23 weeks, with mandatory attendance; missing training may result in removal from the class. The call center operates every day of the year, including all holidays and during inclement weather, and this position is considered essential. There is no free parking for first shift, and employees are encouraged not to drive. The dress code is business casual, reflecting a professional yet comfortable setting aligned with the healthcare clients the center serves.

Job Type & LocationThis is a Contract to Hire position based out of Boston, MA.

Pay and BenefitsThe pay range for this position is $22.00 - $25.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision

Critical Illness, Accident, and Hospital

401(k) Retirement Plan Pre-tax and Roth post-tax contributions available

Life Insurance (Voluntary Life & AD&D for the employee and dependents)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick Leave)

Application DeadlineThis position is anticipated to close on Nov 5, 2026.

Workplace TypeThis is a fully onsite position in Boston,MA.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.