Use your Spanish and English skills to help members understand their health coverage, solve problems, and feel seen. This is a full time, work from home role with no weekends.
About WellSense Health Plan
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 focuses on high quality coverage that works for members no matter their circumstances. The culture centers on service, inclusion, and doing right by people, not just the bottom line.
Schedule
- Position type: Full time, work from home
- Hours: Monday through Friday, between 8 a.m. and 6 p.m. EST (exact shift assigned within this window)
- No weekends
- Must have a quiet, distraction free, private, and secure workspace
- Must live in an approved state: AL, AZ, CO, CT, FL, GA, ID, IL, IN, KS, KY, ME, MD, MA, MI, MN, MO, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, WV, or WI
What You’ll Do
- Serve as the first line of support for members, providers, and internal customers, handling inbound calls in both English and Spanish.
- Own each interaction by using available tools to interpret questions and provide accurate, thorough information about plan benefits, coverage, and processes.
- Respond to a high volume of calls that vary in length and complexity while staying calm, professional, and empathetic.
- Use strong communication and conflict resolution skills to manage challenging calls with courtesy and respect.
- Record call details and outcomes clearly in line with departmental and compliance standards.
- Collaborate with peers and cross functional teams to resolve issues and support shared goals.
- Meet or exceed performance metrics for quality, productivity, customer satisfaction, and compliance.
- Support the department by taking on additional duties or overtime during peak periods when needed.
What You Need
- High school diploma or equivalent required; bachelor degree preferred.
- Bilingual fluency in Spanish and English required, with clear verbal and written communication in both languages.
- Prior professional customer facing experience, ideally in customer service or a similar environment.
- A stable work history with at least three consecutive years in a previous role.
- Strong customer service skills and a genuinely helpful, patient attitude.
- Good organizational skills and the ability to handle a high volume of requests, multitask, and prioritize.
- Ability to make sound decisions based on established standards and guidelines.
- Comfortable using Microsoft Office and working in multiple computer systems.
- Ability to work from home with reliable high speed internet and regular, reliable attendance.
- Willingness to complete a 60 to 90 minute online competency assessment on a laptop or desktop (not a mobile device).
- Ability to pass a pre employment background check, including education and prior employment verification.
Benefits
- Hourly rate: 19.50 dollars, with total compensation influenced by experience, skills, and education.
- Comprehensive benefits package, including medical, dental, vision, and pharmacy coverage.
- Generous paid time off and paid holidays.
- 403(b) savings plan with matches.
- Career growth opportunities, including a clear Career Progression program for high performing reps.
- Annual Commitment to Service bonus for Customer Care representatives, program rules apply.
- Structured 16 week paid training program, buddy system, dedicated assist line, and ongoing coaching.
- Access to training and development through Ulysses Learning and other internal resources.
- Company wide and department recognition programs, plus Business Resource Groups for connection and development.
Positions like this fill fast, especially fully remote roles with weekday schedules and strong growth potential.
If you are ready to bring your bilingual skills and empathy to a team that will invest in your development, this is your sign to move.
Happy Hunting,
~Two Chicks…