Key Responsibilities:

Utilize appropriate resource materials to own interactions in order to effectively and accurately interpret‚ respond and resolve customer inquiries and problems while delivering outstanding service as a means to build loyalty, improve retention, and satisfy best-in-service goals and objectives

Respond to a high volume of incoming calls from members and providers (Call length can vary widely, from five minutes to 45 minutes or more.)

Maintain knowledge of WellSense contracts and policies and effectively interpret information

Document calls in accordance with departmental policies

Work with peers to solve problems and promotes teamwork

Meet or exceed department’s quality and productivity goals

Perform other duties as assigned.

Competencies, Skills, and Attributes:

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

Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable

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