WellSense Health Plan · 17 hours ago
Bilingual/Spanish Member Service Representative
United States
Full-time
Remote
Mid Level
$19.50/hr - $19.50/hr
3+ years expWellSense Health Plan is a growing regional health insurance company with a 25-year history of providing health insurance that works for our members. The Bilingual/Spanish Member Service Representative will serve as the first line of support for stakeholders by providing accurate information about health plans while handling calls in both English and Spanish.
Hospital & Health Care
No H1B
Responsibilities
Own each customer interaction by utilizing the appropriate resources to accurately interpret and respond to inquiries
Deliver outstanding, empathetic service that fosters trust, builds loyalty, and contributes to member retention
Respond to a high volume of inbound calls from members and providers, addressing a wide range of topics
Calls may vary significantly in length and complexity, requiring adaptability and attention to detail
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
Work collaboratively 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
Qualification
Required
Bilingual in Spanish
Prior work experience in a customer-facing position
A minimum of three consecutive years in a previous role
Completion of a 60–90 minute competency assessment on a laptop or desktop computer
Outstanding professional references from prior supervisors
Successful completion of a pre-employment background check including a criminal history check and verification of education and last 3 employers
High school diploma or equivalent required
Outstanding customer service skills
Excellent verbal and written communication skills
Strong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work
Ability to make reasonable and sound business decisions based on established standards and guidelines
Working knowledge of Microsoft Office products
Able to comfortably work from home with access to a high-speed internet connection
Regular and reliable attendance
Ability to work overtime during peak periods
Preferred
Bachelor's degree
Demonstrated career progression preferred
Bilingual in Portuguese, Haitian Creole or other language is highly desirable
Benefits
Annual Commitment to Service bonus for Customer Care representatives, program requirements apply
Paid 12-week training period
New hire buddy program
Dedicated Team Assist Line to support complex/challenging calls in real time
Robust training and skills development opportunity 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 generous paid time off program
Career advancement opportunities
Resources to support employee and family wellbeing
Company
WellSense Health Plan
A nonprofit health plan serving Medicare, Individual & Family, and Medicaid plan members in Massachusetts & New Hampshire.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Heather Thiltgen
President & CEO
Diana Cruz
Chief Operating Officer
Company data provided by crunchbase