REMOTE Member Service Rep (MUST LIVE IN MASSACHUSETTS)

Bilingual Member Service Rep (MUST LIVE IN MASSACHUSETTS) 

Location: Remote within Massachusetts
Residency Requirement: Candidates must currently live in Massachusetts
Schedule: Full-time with availability for varying shifts, including days, evenings, overnights, weekends, and holidays
Pay:

• $18.00 per hour for candidates fluent in English and Spanish
• $16.00 per hour for English-speaking candidates

• Respond to inbound and outbound member contacts in accordance with established program policies, procedures, and service standards.
• Provide accurate information, referrals, and assistance across multiple healthcare programs.
• Research and resolve complex member questions involving healthcare services, claims, billing, eligibility, or related program matters.
• Coordinate with insurers, payers, healthcare providers, clients, and advocacy groups when additional assistance is required.
• Navigate multiple systems and databases to research inquiries, document interactions, and resolve issues.
• Escalate concerns appropriately using sound judgment and established procedures.
• Maintain complete and accurate documentation of all member contacts.
• Demonstrate professional customer service through active listening, empathy, clear communication, and appropriate resource utilization.
• Perform analytical functions, including the reconciliation of claims and billing-related activity.
• Meet or exceed established quality, productivity, attendance, and performance standards.
• Provide guidance, mentoring, and on-the-job support to other contact center employees as directed.
• Participate in quality-control and continuous-improvement initiatives.
• Support program implementations, testing, documentation, training materials, and other business initiatives.
• Attend required meetings, training sessions, and coaching activities.
• Protect confidential information in accordance with HIPAA, corporate, and program requirements.
• Follow all departmental policies, safety regulations, and compliance standards.

• Associate degree, college-level coursework, professional certification, or an equivalent combination of education and relevant work experience.
• At least three years of information, referral, customer service, or contact center experience.
• At least two years of experience in a healthcare-related call center environment.
• Fluency in written and spoken English.
• Strong customer service skills and the ability to communicate effectively with diverse populations.
• Experience researching and resolving complex customer or member concerns.
• Ability to support multiple programs and manage a call queue containing several service lines.
• Strong analytical, organizational, time-management, and problem-solving abilities.
• Sound judgment and discretion when working with confidential or sensitive information.
• Accurate typing and data-entry skills of at least 30 words per minute.
• Basic proficiency with internet browsers, Microsoft Outlook, Word, and Excel.
• Ability to navigate multiple systems, databases, and information sources simultaneously.
• Ability to work independently while meeting established productivity and quality expectations.
• Availability to work a flexible schedule, including mornings, afternoons, evenings, overnights, weekends, and holidays.
• Current residency in Massachusetts.

• Fluency in English and Spanish is strongly preferred.
• Bilingual candidates must be able to read, write, speak, and understand both English and Spanish fluently.
• Bilingual employees may be required to assist members in either language throughout the workday.

• Previous experience supporting Medicaid, Medicare, health insurance, managed care, behavioral health, or other healthcare programs.
• Experience resolving claims, billing, eligibility, benefits, or provider-related inquiries.
• Experience working with insurers, healthcare providers, payers, clients, or advocacy organizations.
• Previous experience mentoring, training, or supporting other contact center representatives.
• Knowledge of HIPAA and healthcare confidentiality requirements.

• Morning, midday, evening, or overnight shifts
• Weekday and weekend coverage
• Sunday through Saturday scheduling
• Holiday assignments
• Scheduled lunches and breaks based on operational coverage

Reliable attendance and adherence to assigned shift, lunch, and break schedules are essential.
The Panther Group is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics.

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We are the experts in Human Capital. It starts with a commitment to personal attention. A single point of contact from day one. That's what makes The Panther Group different. That is how we deliver results to our clients and candidates. Our focus on quality, diversity and service sets us apart. At The Panther Group, it's about attention to detail. We attract the right talent, connect job seekers with the right jobs and provide the right custom solutions because we worry about the little things. Providing our clients the best value for their dollar, finding our job seekers opportunities where they can thrive, giving our clients and candidates the level of service they deserve, leveraging the most efficient processes in the industry.