remote

Fallon Health•Worcester, MA

About The Position

Under the direction of the Market Research Manager, this role supports Fallon Health by making welcome and outreach calls to members and conducting survey calls with members or providers. The position handles confidential patient and member information and requires strong verbal and telephone communication skills, along with a commitment to leaving members with a positive impression. When necessary, the employee assists members by creating formal research cases and documenting issues in a specialized company database. The role requires a minimum of one year of customer service experience in a call center environment and the ability to type at least 25 net words per minute, verified through a brief web-based typing test. A high school diploma or GED is preferred, though relevant customer service call center experience may be considered instead; a bachelor’s degree or advanced education is also preferred but not required. The position pays $20 per hour. Duties are generally procedural and performed independently with intermittent supervision; questions not covered by written instructions are reviewed with the Market Research Manager.

Requirements

At least one year of customer service experience in a call center environment.
Ability to type at least 25 net words per minute; applicants will complete a brief web-based typing test.
Strong verbal communication and excellent telephone communication skills.
Ability to handle confidential patient and member information.
A high school diploma or GED is preferred; relevant customer service call center experience may be considered in lieu of this education.
A bachelor’s degree or advanced education is preferred but not required.

Nice To Haves

High school diploma or GED.
Bachelor’s degree or advanced education.

Responsibilities

Show courtesy, compassion, empathy, and respect in outbound communications with members and providers.
Use appropriate judgment when handling difficult or unusual calls.
Learn and stay current on Fallon products, policies, and procedures.
Document the results of all outbound calls using an electronic or written form.
Make welcome and outreach calls to Fallon members, providing product knowledge, customer assistance, and problem solving.
Administer telephone surveys to members, using a script to ask open-ended and closed-ended questions and capture information such as why members joined or left Fallon and their satisfaction with Fallon.
Maintain the highest degree of member and patient confidentiality.
Work independently or as a team member, depending on the assigned project.
Complete special projects and other assigned tasks, including focus group recruitment and data entry.
When necessary, assist members by creating formal research cases, documenting their issues, and entering information into a specialized company database.