Use your Spanish and English skills to help members understand their health coverage, solve problems, and feel taken care of. This is a full-time, work-from-home role with steady weekday hours and real growth potential.
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 & Family, and Medicaid plans. Founded in 1997 as Boston Medical Center HealthNet Plan, WellSense focuses on high-quality coverage that works for members, no matter their circumstances, and is committed to diversity, inclusion, and equitable care.
Schedule
- Position Type: Full-time, work from home
- Hours: Monday–Friday, between 8:00 a.m. and 6:00 p.m. EST (shift assigned within this window)
- No weekends
- Must have a quiet, distraction-free, private, and secure home workspace
- Hiring in these states: 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, handling inbound calls in both English and Spanish.
- Provide accurate, thorough information about plan benefits, coverage, and processes across multiple WellSense products.
- Own each interaction by using available resources to interpret questions and resolve issues with empathy and professionalism.
- Manage a high volume of inbound calls on a variety of topics, adapting to calls that vary in length and complexity.
- Use strong interpersonal and conflict-resolution skills to handle challenging calls with courtesy and patience.
- Document call details and outcomes clearly and accurately in line with departmental and compliance standards.
- Collaborate with peers and cross-functional teams to resolve issues, support shared goals, and maintain a positive team environment.
- Meet or exceed performance goals for quality, productivity, customer satisfaction, and compliance.
- Support the team by taking on additional duties and overtime during peak periods when needed.
What You Need
- High school diploma or equivalent required; bachelor’s degree preferred.
- Prior professional work experience, ideally in a customer service or other customer-facing role.
- Strong, proven customer service skills and a genuinely helpful, patient demeanor.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to juggle a high volume of requests, multitask, and prioritize.
- Ability to make reasonable, sound business decisions based on established standards and guidelines.
- Working knowledge of Microsoft Office products.
- Bilingual in Spanish and English required; additional languages (Portuguese, Haitian Creole, etc.) are highly desirable.
- Ability to work comfortably from home with reliable high-speed internet.
- Regular, reliable attendance and willingness to work overtime during busy periods.
- Willingness to complete a 60–90 minute online competency assessment (must be done on a laptop/desktop, not a mobile device).
- Ability to pass a pre-employment background check, including criminal history and verification of education and last three employers, plus strong professional references from prior supervisors.
Benefits
- Hourly compensation of approximately $19.50, with total pay influenced by experience, skills, and education.
- Comprehensive benefits, including medical, dental, vision, and pharmacy coverage.
- Generous paid time off and paid holidays.
- 403(b) savings plan with company match and Flexible Spending Accounts.
- Career Progression program with promotion and pay increase opportunities for high-performing reps.
- Annual Commitment to Service bonus for Customer Care representatives (program rules apply).
- Paid 16-week training period, new hire buddy program, and real-time support via a dedicated Team Assist Line.
- Robust training through Ulysses Learning, plus one-on-one coaching and mentoring from training and quality professionals.
- Company-wide and department-specific recognition programs and Business Resource Groups (BRGs) for connection, growth, and support.
If you want a stable remote role where your language skills and empathy actually matter, don’t overthink this one.
Happy Hunting,
~Two Chicks…