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

Fallon Health is hiring full-time Call Center Service Reps in Worcester, MA to join the Member Services team. The role puts you on the front lines with members and providers, helping with plan details, benefits and policies. It comes with a solid benefits package, paid time off, health insurance and more, and offers a hybrid work setup that begins with on-site training. Many day shifts are available, and details are discussed during the interview process. The remote work model can commence after approximately 8-9 weeks of on-site training in Worcester, MA. A typing speed of 25 WPM net is required to keep up with calls, and there are day shifts available. This role also offers a clear path for advancement across Fallon Health as you demonstrate initiative and strong performance.

A day in the life on the member services team

The Member Services Representative handles inquiries from Fallon Health members and providers through the 1-800 numbers, guiding callers on plan policies, procedures and benefits. The position emphasizes building knowledge through a blended training program and personalized coaching, with an emphasis on documenting call details, identifying trends that signal service issues, and escalating concerns when needed. In every interaction, the goal is to ensure the caller’s needs are met and to present Fallon Health as a trusted brand ambassador.

Must-have requirements

To be considered for this opportunity, Fallon Health looks for these core capabilities and experiences:

• Two or more years of professional work experience in a customer-facing inbound call-center environment
• The ability to multitask while handling calls and data entry, with a minimum typing speed of 25 WPM net and solid MS Word and MS Excel skills
• A high school diploma or GED is preferred, with relevant call-center experience able to substitute for formal schooling

Nice-to-haves

Additional qualifications that help you stand out include:

• Bachelor’s degree or advanced education is preferred but not required
• Experience in health care or member services is a plus

Pay, benefits and the hybrid setup

The role pays $22 per hour, as disclosed under the Massachusetts Wage Transparency Act.

Fallon Health offers a benefits package, paid time off and health insurance, along with a structured training program that uses blended learning and personalized coaching to help you grow across the organization.

The position is hybrid, with on-site training in Worcester for 8-9 weeks. After that period, remote work may be available, and several day-shift slots exist; specifics are discussed during the interview process.

Tips to stand out in Fallon Health's call center path

Put your two-plus years of inbound call-center experience at the top of your resume, and highlight any roles where you helped members or providers and achieved positive outcomes.

Show you can prove the must-have skills: include a concrete example of using MS Word/Excel for data entry, documenting call details, and identifying trends that improved service.

Be ready to discuss how you would explain plan policies while keeping within corporate guidelines, and share a time you escalated a concern following proper procedures.

Ask about the blended training program and the development path across Fallon Health, including how progression might open opportunities in Sales, Marketing, Provider Relations or Care Services.

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