Member Service Representatives - Work from Home

Customer Care Reps (Work from Home)

Positions are full-time, work from home

Monday-Friday: 1st shift (no weekends) actual shifts may vary anywhere between the hours of 8AM – 6PM EST

Hourly rate: $20 - $35 per hour

ADDITIONAL INFO:

All candidates must pass a very extensive fingerprinting check (more thorough than typical background check) as well as credit check.

It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

As a WellSense Member Service Representative, you’ll serve as the first line of support for our stakeholders by providing accurate and thorough information to current and prospective members, providers and internal customers about our various health plans. In this role, you’ll make a difference for others every day. This role has also proven to be an excellent starting point for long-term growth and advancement in our company.

Our Investment in You:

Full-time remote work

WellSense Health Plan is only able to employ in the following states: Alabama, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, and Wisconsin

Paid 12-week training period

Bring your enthusiasm and people skills, and we will train you on the health insurance business and how to confidently resolve inquiries

Excellent benefits program, including a no-premium health insurance option

One-on-one mentoring and on-the-job training

New hire buddy program, Team Assist Line and Ulysses Learning, a leader in customer service and call center learning programs

Opportunities to increase your title and pay based on demonstrated knowledge, abilities and performance

Recurring annual cash retention bonus for remaining within the Customer Care position

Internal employee application program to grow into roles in other departments

Recognition and rewards for high performance and improvement

Employee resource groups for corporate diversity and inclusion initiatives

Key Responsibilities:

Utilize appropriate resource materials to own interactions in order to effectively and accurately interpret respond and resolve customer inquiries and problems while delivering outstanding service as a means to build loyalty, improve retention, and satisfy best-in-service goals and objectives

Respond to a high volume of incoming calls from members and providers (call length can vary widely, from five minutes to 45 minutes or more)

Maintain knowledge of WellSense contracts and policies and effectively interpret information

Employ strong interpersonal skills to handle difficult calls courteously and professionally

Document calls in accordance with departmental policies

Work with peers to solve problems and promotes teamwork

Meet or exceed department’s quality and productivity goals

Perform other duties as assigned

Qualifications

Education:

High school diploma or equivalent required, bachelor’s degree preferred

Experience

Prior professional work experience, ideally with customer service

It’s ok if you haven’t worked in a call center before, we will train you

Competencies, Skills, and Attributes:

Outstanding customer service skills

Excellent verbal and written communication skills

Strong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work

Ability to make reasonable and sound business decisions based on established standards and guidelines

Working knowledge of Microsoft Office products

Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable

Able to comfortably work from home with access to a high-speed internet connection

Regular and reliable attendance

Ability to work overtime during peak periods

ADDITIONAL INFO:

All candidates must pass a very extensive fingerprinting check (more thorough than typical background check) as well as credit check.

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees