Experienced Call Center Service Representatives - Hybrid/Remote with Comprehensive Training and Career Advancement Opportunities

Unlock a Rewarding Career with Fallon Health: Join Our Member Services Team!

Fallon Health, a leading healthcare services organization, is seeking dedicated and skilled Call Center Service Representatives to join our dynamic Member Services team. As a pioneer in the healthcare industry since 1977, we have consistently demonstrated our commitment to delivering exceptional care and services to our members. Our organization has been recognized for its excellence, earning "Excellent" Accreditation by the National Committee for Quality Assurance for its HMO, Medicare Advantage, and Medicaid products.

We're excited to offer a unique hybrid work arrangement that combines the benefits of remote work with the support of on-site training. As a Call Center Service Representative, you will be the face of Fallon Health, serving as the primary point of contact for our valued members and providers. This role offers a fantastic opportunity to grow your career, develop a diverse skill set, and make a meaningful impact on the lives of our members.

About Our Member Services Team

Our Member Services team is at the heart of Fallon Health's operations, interacting with nearly every facet of our organization. As a representative of our team, you will be an advocate for our members, providing exceptional service, fielding calls, and troubleshooting inquiries. You will be responsible for representing Fallon Health's brand and values, ensuring that our members receive the support they need.

This role is not just a job; it's a launching pad for career advancement and growth within our organization. With demonstrated initiative and strong performance, you will have opportunities to explore various functions and departments, including Sales and Marketing, Provider Relations, Care Services, and Pharmacy. Our Member Services team has a proven track record of developing long-term careers with advancement opportunities throughout the company.

Key Responsibilities

• Address member and provider inquiries received through Fallon Health's 1-800 numbers, providing direction on Plan policies, procedures, and benefits.
• Take ownership of customer satisfaction, ensuring that members' needs are met within corporate and department policies.
• Document call details clearly and concisely for tracking member and provider contacts.
• Identify and communicate trends indicative of enterprise service issues.
• Escalate member and provider concerns and servicing issues as needed.
• Execute corporate and department policies and practices appropriately.

Qualifications and Requirements

To succeed in this role, you will need:

• A high school diploma; Bachelor's degree or advanced education is desirable.
• At least 2 years of professional work experience, preferably in a customer-facing inbound call-center setting.
• The ability to multitask, with strong typing skills and high proficiency in MS Word, MS Excel, and system data entry.

We're looking for individuals with a strong passion for delivering exceptional customer service, excellent communication skills, and the ability to work in a fast-paced environment.

What We Offer

At Fallon Health, we're committed to supporting the growth and development of our employees. As a Call Center Service Representative, you will receive:

• Comprehensive training through a skill-based progression training program, including a blended learning curriculum and personalized coaching plan.
• A competitive salary of $20.50 per hour.
• A hybrid work arrangement, with approximately 8-9 weeks of on-site training in Worcester, MA, followed by remote work.
• Opportunities for career advancement and growth within the organization.
• A range of benefits, including paid time off, health insurance, and more.

Our Culture and Values

At Fallon Health, we're dedicated to creating a work environment that is inclusive, supportive, and respectful. We value diversity and promote equal employment opportunities for all employees and applicants. We're committed to fostering a culture that encourages growth, learning, and development.

As an organization, we're proud to be an equal opportunity employer, prohibiting discrimination and harassment of any type. We welcome applications from individuals with diverse backgrounds, experiences, and perspectives.

Join Our Team!

If you're a motivated and customer-focused individual looking for a rewarding career, we encourage you to apply for this exciting opportunity. Please submit your application today, and let's discuss how you can contribute to the success of Fallon Health.

Don't miss this chance to grow your career with a leading healthcare services organization. Apply now and become a part of our dynamic team!