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Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
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Job Summary
Provide first level connection with all inbound, and outbound, lead inquiries to connect, qualify, and source potential applicants. Connect with potential applicants who have submitted inquiries and application starts to educate potential applicants of program resources. Provide program education to potential applicants to ensure they apply to the right program and understand the application process. Direct next step, programmatic questions to Assistant Director of Admissions as appropriate. Staff regional awareness events (largely MGB tabling).
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Qualifications
Education
Bachelor's Degree Related Field of Study required
Can this role accept experience in lieu of a degree?
No
Experience
Related work experience 2-3 years preferred and Prior experience in a university or college setting 1-2 years preferred
Knowledge, Skills and Abilities
- Proficiency with technology tools used in admissions preferred. Included but not limited to centralized application services, student information systems and CRM.
- Strong interpersonal and customer service skills with the ability to provide timely, accurate, and student-centered support in a fast-paced environment.
- Sales experience preferred.
- Excellent verbal, written and interpersonal skills to effectively communicate complex information.
- Strong organizational and time-management and problem-solving skills with the ability to independently manage outreach activities.
- Ability to take initiative and motivation to consistently meet or exceed productivity expectations and service-level agreements.
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Additional Job Details (if applicable)
Essential Functions (Key Roles & Responsibilities):
- Serve as the primary initial contact for prospective students by responding to inbound inquiries and conducting proactive outreach to prospective applicants through phone, email, text messaging, and virtual communication platforms.
- Educate and counsel prospective students regarding academic programs, admissions requirements, application timelines, prerequisite expectations, using provided institutional resources while escalating complex or program-specific inquiries to Assistant Directors, Admissions.
- Represent the institution at recruitment and awareness events, including community outreach activities, regional recruitment programs, informational sessions, healthcare system events, career fairs, and other engagement opportunities designed to generate prospective student interest.
- Translate first level connection to meaningful application start outcome metrics
- Maintain accurate and timely records of prospective student interactions, communication activities, recruitment outcomes, and applicant progress within customer relationship management (CRM) and admissions systems.
- Deliver exceptional customer service by establishing positive relationships with prospective students, providing responsive communication, and ensuring a welcoming and supportive admissions experience.
- Provide continuous and as-needed feedback to enrollment marketing and admissions leadership related to content shared with prospective students to adjust and improve lifecycle messaging and content marketing to prospective students.
- Key Performance Indicators:
- Speed to lead- 80% within 2 business days, 100% within 5 business days.
- Contact Rate- 30 meaningful connections per day
- Application Start Rate
- Application Start to Complete Rate
Event lead rate defined as 5 leads per event
Qualifications (degree, work experience)
Bachelorās Degree Required
2 years related work experience preferred
Prior experience in a university, college, or sales setting preferred.
Knowledge, Skills, and Abilities:
- Proficiency with technology tools used in admissions preferred. Included but not limited to centralized application services, student information systems and CRM.
- Strong interpersonal and customer service skills with the ability to provide timely, accurate, and student-centered support in a fast-paced environment.
- Sales experience preferred.
- Excellent verbal, written and interpersonal skills to effectively communicate complex information.
- Strong organizational and time-management and problem-solving skills with the ability to independently manage outreach activities.
- Ability to take initiative and motivation to consistently meet or exceed productivity expectations and service-level agreements.
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Remote Type
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Work Location
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Scheduled Weekly Hours
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Employee Type
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Work Shift
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Pay Range
$48,547.20 - $69,409.60/Annual
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Grade
5
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EEO Statement:
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Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership ālooks likeā by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
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