Help members and providers navigate their health coverage with clarity and compassion. This full time, work from home role gives you steady weekday hours, strong training, and a clear path to grow.
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 as Boston Medical Center HealthNet Plan, WellSense focuses on high quality health plans and services that work for members, no matter their circumstances, and is deeply committed to diversity, inclusion, and equity.
Schedule
- Position type: Full time, work from home
- Hours: Monday through Friday, between 8:00 a.m. and 6:00 p.m. EST (shift assigned within this window)
- No weekends
- Remote workspace: Quiet, distraction free, private, and secure home environment with high speed internet
- Hiring locations: 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, WI
What You’ll Do
- Serve as the first line of support for members, providers, and internal customers, providing accurate and thorough information about health plans.
- Own each customer interaction by using the right tools and resources to interpret questions and resolve issues with empathy and professionalism.
- Handle a high volume of inbound calls covering a wide range of topics, adapting to calls that vary in length and complexity.
- Apply strong communication and conflict resolution skills to manage challenging conversations with courtesy and patience.
- Document call details and outcomes clearly in accordance with departmental and compliance standards.
- Collaborate with peers and cross functional teams to resolve issues, contribute to shared goals, and support a positive team culture.
- Meet or exceed departmental goals for quality, productivity, customer satisfaction, and compliance.
- Support the department by taking on additional duties and overtime during peak periods when needed.
What You Need
- High school diploma or equivalent required; bachelor degree preferred.
- Prior professional work experience, ideally in a customer facing or customer service role.
- Demonstrated career stability is preferred, including at least three consecutive years in a previous role.
- Outstanding customer service skills and a calm, empathetic approach.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to handle a high volume of requests, multitask, and prioritize effectively.
- Ability to make reasonable, sound decisions using established standards and guidelines.
- Working knowledge of Microsoft Office products.
- Bilingual skills in Spanish, Portuguese, Haitian Creole, or another language are highly desirable.
- Ability to work comfortably from home with reliable high speed internet.
- Regular and reliable attendance, plus willingness to work overtime during busy periods.
- 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 criminal history and verification of education and last three employers, along with strong professional references.
Benefits
- Hourly compensation around 19.50 dollars, with final pay based on experience, skills, education, and market factors.
- Comprehensive benefits, including medical, dental, vision, and pharmacy coverage.
- Generous paid time off and paid holidays.
- Flexible Spending Accounts and 403(b) savings plan with matches.
- Career Progression program that can lead to promotion and pay increases within the first year for high performing representatives.
- Annual Commitment to Service bonus for Customer Care representatives, subject to program requirements.
- Paid 16 week training period, new hire buddy program, and a dedicated Team Assist Line for real time support on complex calls.
- Ongoing training and development through Ulysses Learning and one on one coaching from training and quality professionals.
- Company wide and department recognition programs, plus Business Resource Groups (BRGs) for connection, support, and professional growth.
If you want a stable remote role where your people skills actually matter and your effort is noticed, this is one to jump on, not just bookmark.
Happy Hunting,
~Two Chicks…