B

Baystate Health

Operates regional hospitals and health services

Contact Center Representative - Contact Center

Full-TimeUpdated on 10/5/2026
$20.79 - $29.82/hr
Junior
Holyoke, MA, USA
RemoteRemote work is limited to Massachusetts and Connecticut residents.

About the job

Requirements
  • 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.
  • GED or HiSET is required.
Responsibilities
  • 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.
Desired Qualifications
  • 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.

About the company

Baystate Health is a large healthcare organization serving western Massachusetts with about 13,000 employees and five hospitals that together house around 980 beds. It provides a wide range of patient care and community health services and aims to improve the health of people in its communities every day with a focus on quality, safety, value, and experience. Its work spans patient care from the bedside to education and workplace health, reflecting a community-first mission where treating people with dignity and equity matters. The organization positions itself as a major regional provider and economic driver, emphasizing accessible care and local impact. What sets Baystate Health apart is its scale in western Massachusetts, its integrated approach to care and community health, and its role as a local employer and leader in health outcomes. The goal is to make healthcare accessible and to continually improve health and wellness for the communities it serves.

Company Size

5,001-10,000

Company Stage

Grant

Total Funding

$3.9M

Headquarters

Springfield, Illinois

Founded

1873

Get referred to Baystate Health

See people who can refer or advise you

Simplify Jobs

Simplify's Take

What believers are saying

  • November 1, 2026 Mercy affiliation adds Baystate Mercy Hospital and Sister Caritas Cancer Center.
  • Oracle-powered MyBaystate Health launches November 1, 2026, improving access, messaging, and scheduling.
  • Baystate named Dr. Seth Gemme August 7, 2026, strengthening physician-led operations and throughput.

What critics are saying

  • June 2026 layoffs hit 22 departments; nurses reported lost transport and thinner staffing.
  • Baystate Franklin nurses rejected Baystate’s June 10 contract offer, escalating labor and safety conflict.
  • Baystate warned of a $146.7 million annual loss; persistent cuts threaten service continuity.

What makes Baystate Health unique

  • Baystate Health has served western Massachusetts since 1883 as the region’s safety-net system.
  • Oracle Health partnership spans twenty years, now covering EHR, portal, accounting, and AI.
  • Baystate is integrating Mercy Medical Center, preserving local ownership and expanded regional reach.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

403b retirement company match & annual company contribution increase based on years of service.

Wellbeing programs that include but are not limited to mental, physical, and financial health

Sign on bonus

Growth & Insights and Company News

Headcount

6 month growth

↑ 8%

1 year growth

↑ 8%

2 year growth

↑ 9%
Nexstar Media Group
Oct 1st, 2026
Baystate Health appoints chief of emergency medicine for future Mercy Hospital.

Baystate Health appoints chief of emergency medicine for future Mercy Hospital. Posted: Sep 30, 2026 / 09:37 PM EDT Updated: Sep 30, 2026 / 09:37 PM EDT SPRINGFIELD, Mass. (WWLP) - Baystate Health has appointed Dr. Daniel Shaw as chief of emergency medicine at the future Baystate Mercy Hospital, the health system announced Wednesday. Shaw joined Baystate Health on Sept. 1 and will lead the emergency medicine team of physicians and advanced practice providers at Baystate Mercy Hospital. The planned transition of Mercy Medical Center to Baystate Health is set for Nov. 1, 2026, pending regulatory approvals. Baystate Health said maintaining 24/7 emergency care at Mercy will remain a priority following the transition. Mercy's Emergency Department sees about 45,000 visits each year. Beginning Nov. 1, the department is expected to be staffed by Baystate's board-certified emergency medicine faculty. In his new role, Shaw will work with other hospital service lines and Baystate Health leadership to develop patient care processes as Mercy integrates into the health system. He will also help shape the future direction of the emergency department. Before joining Baystate Health, Shaw held leadership positions at Beth Israel Deaconess Medical Center, where he served as assistant ED operations director, and at UMass Harrington Hospital, where he was associate chief. His areas of expertise include quality improvement and the optimization of interfacility patient transfers. He has also focused on mentoring and education. "We are thrilled to welcome Dr. Shaw to Baystate Health. His proven leadership in emergency medicine, commitment to quality and innovation, and passion for patient-centered care make him the ideal person to lead our new emergency team at Baystate Mercy Hospital. We are confident that Dr. Shaw will help us deliver exceptional emergency care to our community as we embark on this exciting new chapter," said Peter Antkowiak, MD MPH, interim chair of the Department of Emergency Medicine at Baystate Health. Shaw earned his medical degree from Yale School of Medicine and completed his emergency medicine and ED administration training at Beth Israel Deaconess Medical Center. He also holds a Master of Clinical Service Operations from Harvard Medical School.

BusinessWest
Sep 30th, 2026
Baystate Health appoints Dr. Daniel Shaw chief of Emergency Medicine at Mercy.

Baystate Health appoints Dr. Daniel Shaw chief of Emergency Medicine at Mercy. SPRINGFIELD - Baystate Health announced the appointment of Dr. Daniel Shaw as chief of Emergency Medicine at the future Baystate Mercy Hospital. The planned transition of Mercy Medical Center to Baystate Health on Nov. 1 is subject to regulatory approvals. Continued access to Mercy's Emergency Department for 24/7 emergent care remains vitally important for the community and Baystate Health after the transaction closes. There are 45,000 ED visits to Mercy every year, and the Emergency Department will be staffed by Baystate's board-certified, emergency-medicine faculty as of Nov. 1. Shaw joined Baystate Health on Sept. 1, bringing extensive expertise as an emergency medicine physician, administrator, educator, and researcher. In his role, he will lead the emergency medicine clinical team of physicians and advanced practice providers at Baystate Mercy Hospital. He will also collaborate with other service lines and system leadership to develop innovative patient care processes as Baystate Mercy Hospital integrates into the Baystate Health system. He will play a pivotal role in shaping the Emergency Department's future as a cornerstone of the hospital's patient care mission. Prior to joining Baystate Health, Shaw held leadership roles at Beth Israel Deaconess Medical Center (BIDMC) as assistant ED Operations director and at UMass Harrington Hospital as associate chief. He is recognized for his expertise in quality improvement, optimizing interfacility patient transfers, and his dedication to mentoring and education. "We are thrilled to welcome Dr. Shaw to Baystate Health," said Dr. Peter Antkowiak, interim chair of the Department of Emergency Medicine at Baystate Health. "His proven leadership in emergency medicine, commitment to quality and innovation, and passion for patient-centered care make him the ideal person to lead our new emergency team at Baystate Mercy Hospital. We are confident that Dr. Shaw will help us deliver exceptional emergency care to our community as we embark on this exciting new chapter." Shaw received his medical degree from Yale School of Medicine and completed his emergency medicine and ED administration training at BIDMC. He also holds a master of clinical service operations degree from Harvard Medical School.

Baystate Health
Sep 16th, 2026
Baystate Health names Dr. Agnes McAuliffe Medical Director of the Sister Caritas Cancer Center at the future Baystate Mercy Hospital.

Baystate Health names Dr. Agnes McAuliffe Medical Director of the Sister Caritas Cancer Center at the future Baystate Mercy Hospital. September 16, 2026 SPRINGFIELD, Mass - Baystate Health announced today that Dr. Agnes McAuliffe has been named Medical Director of the Sister Caritas Cancer Center at the future Baystate Mercy Hospital. The planned transition of Mercy Medical Center to Baystate Health on November 1, 2026, is subject to regulatory approvals. "Dr. McAuliffe's compassionate, patient-centered approach and strong commitment to delivering safe, high-quality care make her an outstanding leader for this important role," said Dr. Rawad Elias, Vice President and Medical Director, Cancer Services, Baystate Health. "In addition to the trust we have in her clinical judgment and expertise, we value her deep commitment to patients, team members, and the future of cancer care at the Sister Caritas Cancer Center. I am confident in her abilities to build on the strengths of both our organizations to advance cancer care and preserve the compassionate care and expertise that have defined the Sister Caritas Cancer Center." As Medical Director, Dr. McAuliffe will lead the cancer program at the Sister Caritas Cancer Center while also helping to guide the broader Baystate Health cancer program and shape the future of cancer care for its community. She will collaborate with the physicians and team at the Sister Caritas Cancer Center to build the clinical team and resources needed to support its patients and ensure Baystate Health continue to provide compassionate, high-quality, and accessible cancer care. An important part of her role will be to understand what works well today and where improvements can be made, and to partner with all stakeholders to build the program's future. Dr. McAuliffe brings a wealth of experience and expertise to her new role. She is triple board-certified in internal medicine, hematology, and medical oncology. Dr. McAuliffe completed the honors program at the University of Connecticut as a presidential scholar. She earned her medical degree at the University of New England in Maine, then returned to the University of Connecticut for her internal medicine residency and oncology and hematology fellowship training. She currently sees patients in Springfield for all cancers and blood disorders. "It is a privilege to serve our patients and families during this important time of transition," said Dr. McAuliffe. "At the Sister Caritas Cancer Center, we are committed to delivering compassionate, expert cancer care that makes a difference in people's lives. As we move forward, it is our responsibility to honor and continue the Sister Caritas Cancer Center's legacy of care, ensuring that our community receives the highest quality treatment and support now and into the future." About Baystate Health Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in healthcare.

PR Newswire
Aug 7th, 2026
Baystate Health names Dr. Seth Gemme as Chief Physician Executive, Baystate Health and President of Baystate Medical Practices.

Baystate Health names Dr. Seth Gemme as Chief Physician Executive, Baystate Health and President of Baystate Medical Practices. Aug 07, 2026, 14:09 ET Building on nearly a decade of service to Baystate, Dr. Gemme will expand his senior leadership responsibilities SPRINGFIELD, Mass., Aug. 7, 2026 /PRNewswire/ - Baystate Health announced today that Seth Gemme, MD, has been promoted to Chief Physician Executive, Baystate Health and President, Baystate Medical Practices. In this role, Dr. Gemme will serve as a trusted advisor to Baystate Health and Health New England leadership and a strong physician voice in enterprise decision-making and building a clinically driven and physician-led healthcare system. "Dr. Gemme brings a unique combination of clinical expertise, operational leadership, and a deep understanding of our organization and the communities we serve," said Peter D. Banko, President & CEO, Baystate Health. "He is a respected physician, team member, and leader, deeply committed to our Mission and the people of Western Massachusetts. Nearly a decade of service and leadership at Baystate has earned him the trust of his colleagues and prepared him to advance access to care, physician engagement, quality, and transformation across our system. We are excited for his leadership as we continue to deliver on our mission and build a stronger, more accessible health system for our patients and communities." Dr. Gemme joined the Department of Emergency Medicine at Baystate in 2017 and has served in progressively advancing leadership roles across the organization. In his most recent position, he served as Chair of the Department of Emergency Medicine for both Baystate Health and UMass Chan Medical School-Baystate. His previous leadership roles include system Vice Chair of Clinical Operations for Emergency Medicine, Chief of the Emergency Department at Baystate Wing Hospital, and Associate Chief and Education Director of the Emergency Department at Baystate Noble Hospital. As Chief Physician Executive, he will lead efforts to improve access and clinical throughput across the five hospitals, advance physician-led transformation and accountability, and strengthen quality, safety, patient experience, and high-reliability practices. He will also foster collaboration and engagement across the physician enterprise, support the academic mission, and help build a culture of transparency, accountability, and operational excellence. "I am incredibly proud to continue serving Baystate Health and the communities that have been such an important part of my career and my life," said Dr. Gemme. "Since joining Baystate in 2017, I have had the privilege of working alongside exceptional physicians, caregivers, and team members who share a deep commitment to our Mission. I am honored to step into this role and look forward to building on the work we have done together to strengthen our communities' health for all." Throughout his career, Dr. Gemme has led innovative operational improvements, including the design and implementation of the Vertical Model of Care at Baystate Medical Center, which transformed emergency department patient flow by matching care delivery to patient acuity and clinical needs, as well as the development of a real-time emergency department surge tool that provides operational insight to improve patient flow and throughput during periods of high demand. Dr. Gemme earned his Bachelor of Arts in mathematics from Westfield State University and Doctor of Medicine from the University at Buffalo. He completed his residency training in emergency medicine at the Alpert Medical School of Brown University. He is currently pursuing his Master of Business Administration degree from the Isenberg School of Management at the University of Massachusetts Amherst. He is a recipient of Modern Healthcare magazine's 40 Under 40 award. About Baystate Health Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in healthcare. Learn more at BaystateHealth.org. SOURCE Baystate Health System

PR Newswire
Aug 5th, 2026
Hyundai, Baystate Health Foundation, and Gary Rome Hyundai partner to promote Child Passenger Safety in massachusetts.

Hyundai, Baystate Health Foundation, and Gary Rome Hyundai partner to promote Child Passenger Safety in massachusetts. Aug 05, 2026, 10:15 ET * Event brings hands-on car seat safety education and inspections to local families * Hyundai contributes $25,000 to Baystate Health Foundation's Pediatric Trauma Surgery Injury Prevention Car Seat Program HOLYOKE, Mass., Aug. 5, 2026 /PRNewswire/ - Hyundai Motor America, in partnership with Baystate Health Foundation and Gary Rome Hyundai, recently hosted a car seat safety check event focused on helping families better protect their children on the road. The event provided free, hands-on education and inspections conducted by certified Child Passenger Safety Technicians (CPSTs). As part of its corporate social responsibility initiative, Hyundai Hope, Hyundai donated $25,000 to Baystate Health Foundation to support its Pediatric Trauma Surgery Injury Prevention Car Seat Program. The funding will help provide car and booster seats to families in need, further expanding access to critical safety resources in the community. "At Hyundai, we're committed to being present in the communities we serve and supporting programs that have a real, measurable impact," said Cole Stutz, chief safety officer, Hyundai Motor North America. "Seeing families engaged at the event and working directly with safety technicians reinforces why this partnership matters; every correct installation and every informed caregiver helps protect a child on the road." The National Highway Traffic Safety Administration (NHTSA) reports that correctly installed car seats can dramatically improve child passenger safety, lowering the risk of fatal injury by 71 percent for infants and 54 percent for toddlers. Despite these benefits, installation errors remain common, with nearly one in two car seats not being used as intended. During the event, CPSTs guided parents and caregivers through proper car seat installation and use, while also checking each seat for expiration dates, recalls, and correct fit. Families requiring new car seats received replacements on-site to help ensure safe travel for children in the community. Since the partnership began in 2023, more than 240 car and booster seats have been distributed to families in need through the program, reinforcing a shared commitment to child passenger safety and community well-being. "At Gary Rome Hyundai, we are proud to support efforts that bring valuable resources directly to families in our community," said Gary Rome, president and CEO, Gary Rome Auto Group. "Events like this help ensure parents and caregivers have access to the guidance and tools they need to keep their children safe every time they get in the car." Baystate Health Foundation Founded in 2000, the Baystate Health Foundation is the fundraising entity for Baystate Health, supporting all its locations, programs, and services, including the Baystate Children's Hospital, D'Amour Center for Cancer Care, and the Davis Family Heart & Vascular Center. For more information, visit www.baystatehealth.org/foundation. Hyundai Hope Hyundai Hope is a corporate social responsibility initiative from Hyundai Motor North America, committed to the principle of Progress for Humanity and the goal of improving the wellbeing of society. Hyundai Hope dedicates time and supplies resources to nonprofit organizations that support the health and safety of individuals and foster positive growth in communities. For more information, visit www.hyundaihope.com. Hyundai Motor America Hyundai Motor America offers U.S. consumers a technology-rich lineup of cars, SUVs, and electrified vehicles, while supporting Hyundai Motor Company's Progress for Humanity vision. Hyundai has significant operations in the U.S., including its North American headquarters in California, the Hyundai Motor Manufacturing Alabama assembly plant, the all-new Hyundai Motor Group Metaplant America, several cutting-edge R&D facilities and more than 855 independent dealers. These operations are part of Hyundai Motor Group, which is investing $26 billion in the U.S. from 2025 to 2028. For more information, visit www.hyundainews.com. SOURCE Hyundai Motor America