Call Center Service Reps – Hybrid/Remote! Training! Benefits! Career Path! $22/hr

About the Role

Fantastic Call Center Opportunities with training, career path advancement, and great benefits. The remote work model can commence after approximately 8-9 weeks of on-site training in Worcester, MA. Must be able to type 25 WPM net. Many day shifts are available and are discussed during the interview process.

It’s an exciting time to join Fallon Health as we experience growth and expansion with new services and products. Member Services offers a unique opportunity to interact with nearly every facet of the Fallon Health organization, including our products, services, functions, and people. As a representative, you will serve as the face of the organization and the single point of contact for our valued providers and members.

As a brand and membership ambassador, you will advocate for members reaching out for support, troubleshooting inquiries, and solving their needs. This role is also a launching pad for career growth, with opportunities for advancement into areas such as Sales and Marketing, Provider Relations, Care Services, Pharmacy, and other operational functions.

You will receive extensive training and support through a skill-based progression program, including a blended learning curriculum and personalized coaching plan.

Responsibilities

• Address member and provider inquiries received through Fallon Health's 1-800 numbers.
• Provide direction on Plan policies, procedures, and benefits.
• Develop knowledge and skills through a structured training program.
• Ensure customer satisfaction as the primary liaison for members.
• Fully understand member/provider needs and take action to satisfy inquiries within corporate/department policies.
• Document call details clearly and concisely for tracking purposes.
• Identify and communicate trends indicative of enterprise service issues.
• Escalate member/provider concerns and servicing issues as needed.
• Execute corporate and department policies and practices appropriately.

Requirements

• High school diploma or GED (relevant customer service call center work experience may be considered in lieu of this).
• Bachelor’s degree or advanced education is preferred but not required.
• 2+ years of professional work experience, preferably in a customer-facing inbound call-center setting.
• Ability to multitask and strong typing skills (25 WPM net).
• Proficiency with MS Word, MS Excel, and system data entry.

About Fallon Health

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs.

Fallon has consistently ranked among the nation’s top health plans and is the only health plan in Massachusetts to have been awarded “Excellent” Accreditation by the National Committee for Quality Assurance for its HMO, Medicare Advantage, and Medicaid products.

Pay

The pay rate for this position is $22 per hour, reflecting what we reasonably and in good faith expect to pay at the time of posting.

Benefits

• Health insurance
• Paid time off