Bilingual/Spanish Member Service Representative

Positions are full-time, work-from-home roles with a Monday–Friday schedule. Shifts fall between 8 AM and 6 PM EST; actual shift times may vary.

About WellSense

WellSense Health Plan is a growing regional nonprofit health insurance company with a 25-year history of providing health coverage that works for our members, regardless of their circumstances. We serve more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans.

About the Role

In this role, you will 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. This position is an excellent starting point for long-term growth and advancement within the company.

Investment in You

• High-performing representatives may be eligible for promotion and pay increases within their first year through our Career Progression program.
• Annual Commitment to Service bonus for Customer Care representatives (program requirements apply).
• Paid 12-week training period with a new-hire buddy program.
• Dedicated Team Assist Line to support complex or challenging calls in real time.
• Robust training and skills development through Ulysses Learning, a leader in customer service and call-center learning programs.
• One-on-one coaching and mentoring from dedicated training and quality professionals.
• Comprehensive employee benefits and a generous paid time off program.
• Business Resource Groups (BRGs) for professional growth, networking, and shared experiences.

Responsibilities

• Own each customer interaction by utilizing appropriate resources to accurately interpret and respond to inquiries, delivering outstanding, empathetic service that fosters trust and builds loyalty.
• Respond to a high volume of inbound calls from members and providers, addressing a wide range of topics that vary in length and complexity.
• Apply strong interpersonal and conflict-resolution skills to manage challenging calls with professionalism, courtesy, and empathy.
• Record call details and customer interactions accurately in accordance with departmental standards and compliance requirements.
• Collaborate with peers and cross-functional teams to resolve issues, contribute to shared goals, and foster a positive team environment.
• Consistently meet or exceed departmental goals related to quality, productivity, customer satisfaction, and compliance.
• Support the department by performing additional duties as needed, demonstrating reliability and adaptability.

Requirements

• Prior work experience in a customer-facing position; demonstrated career progression preferred.
• Minimum of three consecutive years in a previous role.
• Completion of a 60–90 minute technical competency assessment on a laptop or desktop computer (mobile devices not supported).
• Outstanding professional references from prior supervisors.
• Successful completion of a pre-employment background check, including criminal history and verification of education and last three employers.
• Quiet, distraction-free, private, and secure workspace for remote work.
• High-speed internet connection.
• Regular and reliable attendance; ability to work overtime during peak periods.

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Bilingual in Spanish (required for Spanish call lines; Portuguese, Haitian Creole, or other languages are highly desirable).
• Strong organizational skills with the ability to prioritize a high volume of tasks and multi-task effectively.
• Ability to make sound business decisions based on established standards and guidelines.
• Working knowledge of Microsoft Office products.

Benefits

• Medical, dental, vision, and pharmacy benefits.
• Merit increases and Flexible Spending Accounts.
• 403(b) savings match.
• Paid time off and resources to support employee and family wellbeing.

Pay

Starting compensation range: $19.50 per hour. This range is based on minimum job qualifications; final offers consider education, experience, skills, certifications, internal equity, and market competitiveness.

Eligible Locations

WellSense Health Plan is hiring remote employees 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 Wisconsin.