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

Fallon Health•Worcester, MA

26d•Hybrid

About The Position

The Member Services Representative addresses member and provider inquiries received through Fallon Health’s 1-800 numbers and provides guidance about plan policies, procedures, and benefits. Representatives serve as a primary point of contact and advocate for members and providers, working to understand and resolve their questions and concerns while following company and department policies. The role includes a skill-based training program with blended learning and personalized coaching. The position can transition to remote work after approximately 8–9 weeks of onsite training in Worcester, Massachusetts. Many day shifts are available and are discussed during the interview process. Fallon Health describes Member Services as a potential starting point for career growth and advancement across several company functions.

Requirements

At least 2 years of professional work experience, preferably in a customer-facing inbound call-center setting.
Ability to type at least 25 words per minute net.
Ability to multitask.
Strong typing skills and high proficiency with MS Word, MS Excel, and system data entry.

Nice To Haves

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.

Responsibilities

Develop role-related knowledge and skills using the training program’s materials and framework.
Take ownership of customer satisfaction by understanding member and provider needs and taking appropriate action to resolve inquiries within company and department policies.
Document call details clearly and concisely to track member and provider contacts.
Identify and communicate trends that may indicate enterprise service issues.
Escalate member or provider concerns and servicing issues.
Follow corporate and department policies and practices.