Outbound Call Center - $20/hr - hybrid/remote

Fallon Health; Central Business District (MA); Remote; USD 23,000 - 32,000; Full time

Job summary

Fallon Health is seeking a customer service representative to perform Welcome/Outreach calls, conduct member and provider surveys, and document outcomes. The role requires handling confidential information with care and typing at least 25 words per minute.

The position emphasizes strong verbal communication, customer care, and the ability to work both independently and in a team on various projects. A high school diploma is preferred, with a bachelor’s degree also preferred but not required.

Qualifications

• Minimum of one year customer service experience in a call center
• Typing test of 25 net WPM will be administered

Responsibilities

• Make Welcome/Outreach calls to Fallon members and provide product knowledge and problem solving
• Document results of outbound calls in electronic or written form
• Administer member telephone surveys following script and capture feedback
• Maintain confidentiality of member information
• Work as part of a team or independently on projects as assigned
• Assist with focus group recruitment and data entry as needed

Skills

Verbal communication

Customer service

Attention to detail

Confidentiality

Education

High school diploma or GED preferred

Bachelor’s degree preferred

Job description

Overview

About us:

Fallon Health is a company that cares. We prioritize our members—always—making sure they get the care they need and deserve. Founded in 1977 in Worcester, Massachusetts, Fallon Health delivers equitable, high-quality, coordinated care and is continually rated among the nation’s top health plans for member experience, service, and clinical quality. We believe our individual differences, life experiences, knowledge, self-expression, and unique capabilities allow us to better serve our members. We embrace and encourage differences in age, race, ethnicity, gender identity and expression, physical and mental ability, sexual orientation, socio-economic status, and other characteristics that make people unique. Today, guided by our mission of improving health and inspiring hope, we strive to be the leading provider of government-sponsored health insurance programs—including Medicare, Medicaid, and PACE (Program of All-Inclusive Care for the Elderly)— in the region. Learn more at fallonhealth.org or follow us on Facebook, Twitter and LinkedIn.

Brief Summary of Purpose:

Under the direction of the Market Research Manager, supports Fallon by making Welcome/Outreach calls to members and/or survey calls to members or providers. Handles confidential patient/member information. Uses strong verbal communication skills and demonstrates excellent telephone communication skills. Understands the importance of leaving a positive impression on any member with whom they come into contact. When necessary, assists member through the creation of formal research cases. Must be able to type 25 WPM net.

Responsibilities

Job Responsibilities:

• Exhibits courtesy, compassion, empathy, and respect in all outbound communications with members and providers. Utilizes proper judgment in handling difficult or unusual calls.
• Responsible for learning and keeping current with Fallon products, policies and procedures.
• Responsible for documenting the results of all outbound calls using an electronic or written form.
• Makes Welcome/Outreach telephone calls to Fallon members providing product knowledge, customer assistance, and problem solving.
• Administers member telephone surveys. Working from a script, asks both open-ended and closed ended questions of members in order to capture information such as why the member joined Fallon, how satisfied the member is with Fallon and why the member left Fallon.
• Maintains the highest degree of member/patient confidentiality.
• Works both as a team member and as an individual depending on assigned project.
• Works on special projects and other tasks such as focus group recruitment and data entry as assigned by the Market Research Managers or executive staff.
• Assists Fallon members by creating formal research cases. When necessary, is responsible for properly documenting member issues and entering information into a specialized company database.

Competencies:

• Adaptability – Handles day‑to‑day work challenges confidently. Is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change. Shows resilience in the face of constraints, frustrations or adversity. Demonstrates flexibility
• Perseverance – Pursues everything with energy and drive and a need to finish. Seldom gives up before finishing, especially in the face of resistance or setbacks.
• Problem solving – Solves difficult problems with effective solutions. Asks good questions. Can see underlying or hidden problems and patterns. Is excellent at honest analysis. Looks beyond the obvious.

Independent Action:

• Duties are generally procedural, allowing the individual to perform independently with intermittent supervision, in conformance with written instructions, established timeframes, and predetermined priorities. Problems not clearly defined by written directions or instructions are reviewed with Market Research Manager to determine course of action.

Qualifications

Education:

• High school diploma or GED is preferred but we would consider relevant customer service call center work experience in lieu of this.
• Bachelor’s degree or advanced education is also preferred but not required.

License/Certifications:

N/A

Experience:

• Minimum of one year Customer Service experience in a call center environment
• Computer skills
• A brief web-based typing test will be sent out to applicants, and the passing score is 25 net words per minute

Pay Range Disclosure:

• In accordance with the Massachusetts Wage Transparency Act, the pay rate for this position is $20 per hour, which reflects what we reasonably and in good faith expect to pay at the time of posting.

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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