Member Service Representatives - Work from Home

Customer Care Reps (Work from Home)Positions are full-time, work from homeMonday-Friday: 1st shift (no weekends) actual shifts may vary anywhere between the hours of 8AM - 6PM ESTHourly rate: $19.50 per hourIt’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 workWellSense 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 WisconsinPaid 10-week training periodBring your enthusiasm and people skills, and we will train you on the health insurance business and how to confidently resolve inquiriesExcellent benefits program, including a no-premium health insurance optionOne-on-one mentoring and on-the-job trainingNew hire buddy program, Team Assist Line and Ulysses Learning, a leader in customer service and call center learning programsOpportunities to increase your title and pay based on demonstrated knowledge, abilities and performanceRecurring annual cash retention bonus for remaining within the Customer Care positionInternal employee application program to grow into roles in other departmentsRecognition and rewards for high performance and improvementEmployee resource groups for corporate diversity and inclusion initiatives Key ResponsibilitiesUtilize 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 objectivesRespond 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 informationEmploy strong interpersonal skills to handle difficult calls courteously and professionallyDocument calls in accordance with departmental policiesWork with peers to solve problems and promotes teamworkMeet or exceed department’s quality and productivity goalsPerform other duties as assignedQualificationsEducation:High school diploma or equivalent required, bachelor’s degree preferredExperience Prior professional work experience, ideally with customer serviceIt’s ok if you haven’t worked in a call center before, we will train youCompetencies, Skills, And AttributesOutstanding customer service skillsExcellent verbal and written communication skillsStrong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize workAbility to make reasonable and sound business decisions based on established standards and guidelinesWorking knowledge of Microsoft Office productsBilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirableAble to comfortably work from home with access to a high-speed internet connectionRegular and reliable attendanceAbility to work overtime during peak periodsAbout WellSenseWellSense 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 employeesRequired SkillsRequired Experience