The ideal candidate would be located in the greater Springfield area.

The ideal candidate in this position is responsible for ensuring the operational functions associated with customer service for health insurance products administered by Wellfleet, including but not limited to; compliance with company standards and industry best practices; consistent delivery of quality services; following policies and procedures and assist with customer questions. Must possess good written and oral communication skills; be a detail-oriented problem solver with good time management skills. Stays abreast of pertinent business and industry knowledge as well as state and federal regulations to maintain compliance.

In this role, you will…

A minimum of three years’ work experience in customer service working in a health insurance setting or medical billing office

Ability to successfully complete training and begin taking calls for all products within the Customer Service department

Demonstrates strong written communication (document calls accurately and comprehensively)

The ability to help resolve members questions at the first point of contact

Mature, responsible and dependable with focus and attention to detail

Must have a strong work ethic and sense of responsibility for your teammates and our callers, demonstrated by the simplest things like being on time and available to meet caller’s needs

Excellent computer proficiency skills

Strong ability to multitask while maintaining integrity and quality of service

The ability to think outside of the box to resolve complex member inquiries

Is personally committed to and actively works towards continuous improvement

Strong organizational skills

We are looking for candidates with…

Maintain knowledge of health insurance products serviced at Wellfleet

Receives and responds to a high volume of incoming telephone calls from members and providers

Proficiently take calls from all queues assigned to you based on business need

Proactively identify opportunities and assist other queues within the department

Strong understanding of the internal processes

Strong ability to navigate the systems utilized within the department

Comprehend and interpret documents, such as: training manuals, correspondence, brochures, etc.

Ability to multitask throughout the day to ensure expectations are met/exceeded

Meet or exceed department established key performance metrics

Consistently maintain a positive and professional attitude

Own the customer experience through answering calls timely/efficiently, resolving issues and honoring commitments made to our customers

Adhere to deadlines/turn-around times

Ability to diffuse escalated call

Be Flexible; Ability to adapt in a dynamic work environment; willingness to work a flexible schedule when needed

Maintain engagement and motivation to achieving success as an individual and as part of the team

Efficiently and effectively handles calls. This includes

 Accesses the most appropriate source of information and proficiently resolving the caller’s concern

 Accurately documents the complete encounter and maintains a professional and supportive attitude  throughout the call

 Asks probing questions and takes the opportunity to educate callers to avoid unnecessary repeat calls

Identification and communication of trends that are indicative of enterprise service issues.

Assist with department projects as needed

Perform other duties as assigned

Why Wellfleet? 

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open positions by clicking 

https://medprou.csod.com/ux/ats/careersite/10/home/requisition/1601?c=medprou

General: 

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. This role will remain open until filled.