Call Center Service Reps - Hybrid/Remote! Training! Benefits! Career Path! New $20.50/hr Starting Ra

Fallon Health; Massachusetts; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking dedicated Member Services Representatives to join their growing team. This role offers a unique opportunity to be the face of the organization, advocating for members and providers while addressing their inquiries. With extensive training and career advancement opportunities, you will thrive in a supportive environment that values your contributions. If you have a passion for customer service and a desire to make a difference, this is the perfect opportunity for you to grow your career in a rewarding field.

Benefits

Health Insurance

Paid Time Off

Career Advancement Opportunities

Training Programs

Qualifications

• 2+ years in customer-facing roles, preferably in call centers.
• Strong typing and multitasking skills are essential for success.

Responsibilities

• Address member and provider inquiries via phone, ensuring satisfaction.
• Document call details and identify service trends for improvement.

Skills

Customer Service Skills

Multitasking

Typing Skills

Education

High School Diploma

Bachelor's Degree

Tools

MS Word

MS Excel

Data Entry Systems

Job description

Overview

Fantastic Call Center Opportunities with training, career path advancement, great benefits, paid time off, health insurance and more.

• The REMOTE work model can commence after approximately 8-9 weeks of on-site training in Worcester, MA.

The Great Opportunity

It's an exciting time to join Fallon Health as we experience growth and expansion with new services and products. There are many great opportunities within our organization starting with joining our Member Services team. Member Services offers a very unique opportunity to interact with nearly every facet of the Fallon Health organization including our products, services, functions, and people.

Among the most rewarding and fulfilling parts of working on this team is representing Fallon Health as the face of the organization; the single point of contact for our valued providers and members. Think of yourself as a Fallon brand and membership ambassador. As a representative of Fallon Health, you will be an advocate to members reaching out for support; providing this highly valued service by fielding calls and troubleshooting inquiries, solving their needs and concerns.

In addition to the diverse responsibilities outlined below, a spot on this team also represents one of the best places to grow your career. With demonstrated initiative and strong performance, you will gain exposure across a multitude of functions and endless opportunities for advancement. Member Services has proven to be a launching pad of development that has translated into long-term careers with advancement opportunities throughout the company in a number of different key areas such as Sales and Marketing, Provider Relations, Care Services, Pharmacy, and other functions of the operation.

As a brand champion and valued member ambassador, you will get extensive training and support through a skill-based progression training program that includes a blended learning curriculum and personalized coaching plan. We are always looking for top talent in these roles, so feel free to pass this along to friends, family, and colleagues that you think qualify.

Responsibilities

Position Overview:

The Member Services Representative is accountable for successfully addressing member and provider inquiries received through Fallon Health's 1-800 numbers, as well as providing direction on Plan policies, procedures, and benefits.

Some Key Responsibilities Include

• Ownership for development of knowledge and skills, as training program provides material and framework for success.
• Ownership for customer satisfaction. Member Service Representatives are the primary liaison for our members to obtain the information or support they need. As such, our representatives are expected to fully understand member/provider needs and, within corporate/department policies, take whatever action is necessary to fully satisfy the inquiry.
• Clear and concise documentation of call detail for tracking of member/provider contacts.
• Identification and communication of trends that are indicative of enterprise service issues.
• Escalation of member/provider concerns and servicing issues.
• Appropriate execution of corporate and department policies/practices.

Qualifications

• High school diploma required, Bachelor's degree or advanced education desirable.
• 2+ years professional work experience preferably in a customer-facing inbound call-center setting.
• The ability to multitask and leverage strong typing skills and a high proficiency with MS Word, MS Excel, and system data entry are essential tools for success in this role.

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