Be the first line of support for members and providers who need real answers, not a script readback. If you’re built for high-volume calls, strong documentation, and calm conflict resolution, this role offers stability, paid training, and clear paths to grow.
About WellSense Health Plan
WellSense Health Plan is a nonprofit health insurer serving hundreds of thousands of members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded more than 25 years ago (originally Boston Medical Center HealthNet Plan), WellSense focuses on coverage and support that works for members no matter their circumstances.
Schedule
- Full time, Work from home
- Monday to Friday, 1st shift (no weekends), with shifts falling between 8:00 am and 6:00 pm EST
- Paid 12-week training period
- Compensation: $19.50/hr
- Must have a quiet, private, secure, distraction-free home workspace
- Must reside in one of these 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, Wisconsin
What You’ll Do
- Handle a high volume of inbound calls from members and providers across a range of topics and complexity
- Provide accurate, thorough plan information to current and prospective members, providers, and internal customers
- Own each interaction by using the right resources to resolve issues with empathy and professionalism
- Apply conflict-resolution skills to manage challenging calls and maintain service standards
- Document call details accurately while meeting compliance requirements
- Collaborate with teammates and cross-functional partners to resolve issues and support shared goals
- Consistently hit department goals tied to quality, productivity, customer satisfaction, and compliance
- Support additional duties as needed, staying flexible and reliable during peak periods
What You Need
- High school diploma or equivalent (bachelor’s preferred)
- Prior customer-facing experience (demonstrated progression preferred)
- At least 3 consecutive years in a previous role
- Strong customer service skills with excellent verbal and written communication
- Strong organization skills and ability to prioritize and multitask in a high-volume environment
- Ability to make sound business decisions using established standards and guidelines
- Working knowledge of Microsoft Office
- Ability to work from home with high-speed internet
- Regular and reliable attendance, with availability for overtime during peak periods
- Ability to complete a required 60–90 minute technical competency assessment on a laptop/desktop (not mobile)
- Strong professional references and ability to pass a background check (education + last 3 employers)
- Bilingual skills (Spanish, Portuguese, Haitian Creole, or other) are highly desirable
Benefits
- Medical, dental, vision, and pharmacy benefits
- Flexible Spending Accounts (FSA)
- 403(b) savings with match
- Paid time off
- Merit increases and reward/recognition programs
- Career progression program with potential promotion and pay increases within the first year (performance-based)
- Annual Commitment to Service bonus for Customer Care reps (program requirements apply)
- New hire buddy program and a dedicated Team Assist Line for real-time support
- Training and skills development through Ulysses Learning
- One-on-one coaching and mentoring
If you want a legit “get in, get trained, grow fast” customer care lane, this is one to move on.
Get your home setup squared away and be ready for that 60–90 minute assessment.
Happy Hunting,
~Two Chicks…