Call Center Representative

Job Title: Call Center Representative

Industry: Benefits / Healthcare

Location: Rockville, MD

Assignment Type: Contract-to-Hire (6 months to conversion)

Pay: $23 – $25 / Hour

Work Schedule: Full-time, 5 days onsite. Training schedule 8:00 AM – 5:00 PM. Potential shift of 10:00 AM – 7:00 PM based on business needs.

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Our client is a not-for-profit healthcare benefits organization serving union members and affiliated employers. They are known for a highly process-driven environment focused on delivering an exceptional participant experience through professionalism, accuracy, and empathy.

Job Description:

Our client is seeking experienced Call Center professionals to join their team. This is a high-volume, fast-paced environment where representatives provide detailed support related to benefits, claims, eligibility, and participant inquiries. The team is committed to delivering courteous, accurate, and efficient service during every interaction.

Key Responsibilities:

• Handle a high volume of inbound calls, emails, and written correspondence regarding claims, eligibility, and benefit questions
• Explain claim payments, denials, and self-pay amounts clearly and accurately
• Research and resolve participant issues related to eligibility and claims
• Document all participant interactions thoroughly in the system
• Maintain a strong understanding of benefit plans, eligibility systems, and claim processes
• Provide professional, empathetic, and solution-oriented customer service at all times
• Complete clerical tasks such as processing enrollment and eligibility forms
• Escalate complex issues appropriately and collaborate with internal teams to resolve concerns
• Assist with special projects and additional tasks as assigned

Qualifications:

• Minimum 1 year of recent, high-volume inbound call center experience (true call center environment required)
• Strong typing skills (60 WPM preferred; assessment required)
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Suite
• Associate degree preferred; High School Diploma required
• Professional, reliable, and customer-focused demeanor
• Ability to adhere to set schedules with minimal flexibility needs
• Experience within healthcare benefits, insurance, or related industries (e.g., Kaiser, BCBS, Cigna) is highly preferred

Additional Details:

• Candidates must be comfortable working in a highly structured, process-driven environment
• Reliable attendance and punctuality are critical for success in this role
• One onsite interview following completion of typing and customer service assessments
• Upon conversion, employees are required to join the union (one-time fee of $48.86)

Perks:

• 100% employer-paid health, dental, vision, and prescription coverage for employees and dependents upon conversion
• Low deductible healthcare plan
• Pension and annuity contributions fully funded by employer
• Generous paid time off and holidays
• Employer-paid life insurance and short-term disability coverage
• Onsite café and gym
• Newly renovated, modern office environment
• Casual workplace culture

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.