customer support representative

member services representative

customer service representative

customer care specialist

manager

WellSense Health Plan

The amount of support you get from EVERYONE is outstanding. Leadership is VERY understanding when you need to take a day off or a week or two for vacation. They are even totally understanding when you have an emergency and need to leave. The company is so fun to work at because they are always engaging the employees with things like a weekly fun poll, a virtual breakroom with all kinds of stuff to do and partake in. They are also very appreciative of the work you do. They will even occasionally send you gifts to your door to show their appreciation. I've never felt more welcome, more appreciated, or more engaged in any job I've ever had. There is even plenty of room for advancement. It is a fun place to work at...even though you work from home. I constantly tell people how much I love my job. A few years ago Wellsense hired Heather T. to turn the company around and that she has done! The employee satisfaction used to be 7%, now it's in the 90's. The company is constantly growing so you can expect job security. Best place to work in my opinion.

A typical day at work - VERY STRESSFUL not able to take breaks and if you do the supervisor will ask why you aren't working. Workload is non stop and way too much for one person. Workload is uneven newer employees have more work than senior employees. 
What did i learn-nothing
Management- AWFUL!!! they pretend they care about you and say they are willing to help all you have to do is ask. When you do ask for any help it gets thrown back in your face that you had to have help. They dont know how to do the job they are trying to tell you how to do. They dont help when everyone is overwhelmed, instead of helping they stare at the messaging system bubbles  to see if you are away and for how long. They treat you like a small child like you have to tell them every time you need to go to the bathroom or just need a minute.
Workplace  culture- TOXIC!!!! ALOT OF FAVORITISM, AND VERY DECITFUL AND MANIPULATIVE.
The hardest part of the job-dealing with the petty management and some of the senior staff who want to think they are the manager
The most enjoyable part-ABSOLUTELY NOTHING!!!


I came to work for WellSense with no healthcare or health plan experience, but with many years of customer service experience. The training has been amazing. They teach you things at the beginning that are incorporated further into the training which really makes learning so much easier. There are assessments every week to ensure that everyone is retaining all the information we are given. If you fail an assessment, you get a second chance after going over the items you missed with your trainer. The assessments are open-book, so failing one would be hard to do.

The trainers emphasize using the resources that are provided to answer questions. That helps you figure things out without being spoon fed all the answers. Once you get on calls, you need to be able to figure things out on your own. There is no average handle time at WellSense. If it takes you an hour to complete the call, it takes you an hour. They are more concerned with one call resolution.

I've worked other call center type jobs and none of them compared to WellSense. Also, the benefits are really great. 

As a member of the Care Management department at Well Sense, it was my responsibility to contact plan members who recently experienced a significant health event and assess them.  It was my job to engage the members and encourage them to take a more proactive role in their health care.  This was done telephonically and in person as well depending on the needs of the members.  Community health education was provided to each member and if they required more in depth counseling, the member would be referred to a nurse care manager, social care manager or mental health care manager.  

This is a job for those who have a strong and unwavering passion to help people who really need it.

Unfortunately, the culture of the Care Management department changed after I was there for two years.  It changed to a numbers-driven program where quantity was valued more than quality.

I honestly loved working for the company with limitations..

Management was amazing when I started there but as the 6month jump happened upper management switched and changed to a new person with more strict and demanding expectations..

The pressure of their absentee/ tardiness policy got overwhelmingly strict where if you were late by minutes their system would without forgiveness charge you as a call out. With the mbta no ride to work is the same so it added a lot of stress at the time ... plus more training would’ve been great 

Compensation was pretty good at the time 
They had monthly cakes for employees birthdays 
During my time there was seasonal parties and employee appreciation events 

If location and transportation wasn’t an issue I’d probably stayed longer

Worked as a SCO RN Care Manager. During the interview, management declined to indicate the caseload cap for nurses (red flag #1). When I left, I was up to about 250 members on my case. Management either has no control or isn't aware of how their messaging to employees is delivered by supervisors. In all honesty, the job probably wouldn't be so bad if it weren't for my supervisor. I don't understand how management doesn't see the damage this person has caused to the financial viability of BMCHP's SCO. At least 5 nurses have left after working for less than a year, all because of this one supervisor. The turnover has caused the program to hemorrhage money in both onboarding costs and actual revenue, since there aren't enough nurses to do the work. It'll be a miracle if this SCO lasts another year at the rate it's going.  If you're an RN, stay far away.

Organization micro manages employees to an extreme level. There is advancement opportunities. However, you most likely will find yourself fighting for 1 position and thousands of other candidates to compite against. Company will train you on different task, however you will have to exceed the scores expectations  for this tasks for about 2 to 3 months to receive payment for your new skills. Some employees go years performing this new tasks and not being able to exceed expectations for payment or promotion. Also, no salary increment based on years you work at the company. Instead they provide and extra 1,000 dollars per year you spend in the company, which they combined with your normal paystub and majority  of it ends up going towards taxes. Company prioritize they members, but needs much improvement on leadership in order to appreciate and take care of their employees.

What is the best part of working at the company?
Colleagues.

What is the most stressful part about working at the company?
The process during calls. Focused more on meeting guidelines than helping customers.

What is the work environment and culture like at the company?
Stressful. Some colleagues will help and answer questions. As an employee I didn't feel valued. After the time spent on application, assessment, interviews, and training (and passing with flying colors), I didn't get the support needed to truly help customers. 

What is a typical day like for you at the company?
Handle incoming calls and assisting customers over the phone, utilizing computer programs to answer questions, guide the customers, and update customer info. Ask for permission for best time to place an outbound call to continue assisting a customer and complete the assisting process.

A wonderfully diverse culture that helped me to grow.  Continuous workload with good written resources.
Ability to work from home three days per week helped with commuting costs and long commute into the city.

Poor direct management...never available and very condescending.

Workflow deadlines many times were difficult to meet due to intense volume requiring long hours sometimes until 9-10 PM.
The best part of BMCHP is the cultural environment, pay was reasonable for a full time job but not for the customary 50+ hours/wk.  Poor work/life balance

I didn't have a good experience here; it was a combination of the type of work, the type of stressors, and who I am and what makes me say "I cannot take much more of this!" I know others who felt the same way. 

However, I do know a couple of people who made it work and are still there. There have been management changes, and they say things have gotten better.  

So, like anything else, I guess it depends on what type of stress you can tolerate for how long, how long it takes for you to find another job in the meantime (and which happens first), the way team dynamics shift when people leave and management changes,  and the salary/benefits/bull ratio you calculate that makes it all seem worth it to each of us personally.

Top Job Titles	Average Salary
Customer support representative 2 salaries reported	$19.50 per hour
Member services representative 7 salaries reported	$19.25 per hour
Customer service representative 6 salaries reported	$19.42 per hour
Customer care specialist 7 salaries reported	$18.86 per hour
Manager 3 salaries reported	$105,667 per year

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