Call Center Agent
Rockville, MD
Category: Administrative
Reference ID: 10070773
Shortcut: http://addisongroup.gosnaphop.com/tEzN0n
Job Title: Participant Advocate – Call Center Representative
Industry: Healthcare Benefits / Customer Service (Call Center)
Location (city, state): Rockville, MD
Assignment Type: Contract-to-Hire (approximately 6 months before conversion)
Pay: $23–$25/hr
Work Schedule:
Full-time, Monday–Friday, onsite 5 days per week
Standard hours during training: 8:00 AM–5:00 PM
Possible post-training shift: 10:00 AM–7:00 PM (based on business needs and staffing)
Structured training period: 6–8 weeks, with full attendance required
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 that supports participants, employers, and provider partners through a structured, service-focused call center environment. They are committed to delivering accurate, empathetic, and high-quality customer service in every interaction.
Job Description:
The Participant Advocate will serve as the primary point of contact for members, assisting with questions related to eligibility, claims processing, benefits, and account inquiries. This role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, metrics-driven call center environment. Representatives are expected to deliver consistent, professional service while maintaining accuracy and efficiency in all interactions.
Key Responsibilities:
- Manage a high volume of inbound calls, emails, and written inquiries with efficiency and professionalism
- Support participants with benefit questions, eligibility checks, and claim status updates
- Clearly explain claim determinations, including approvals, denials, and financial responsibility
- Accurately document all interactions in internal systems
- Research and resolve claim or eligibility issues using multiple platforms and resources
- Escalate complex or sensitive issues to appropriate internal teams when necessary
- Maintain strong knowledge of plan guidelines, systems, and procedures
- Deliver empathetic, clear, and professional communication at all times
- Complete assigned administrative and clerical tasks as needed
- Meet established performance metrics related to quality, productivity, and attendance
Qualifications:
- Minimum 1+ year of high-volume inbound call center experience required
- Strong customer service, written, and verbal communication skills
- Typing speed of at least 40 WPM (60 WPM preferred)
- Proficiency in Microsoft Office Suite
- High School Diploma required; Associate’s degree preferred
- Ability to work in a structured, fast-paced, and metrics-driven environment
- Dependable, punctual, and consistent with attendance expectations
Additional Details:
- Fully onsite role (no remote or hybrid flexibility)
- Structured, instructor-led training with classroom-style learning and system practice
- Live call coaching and monitored performance during training period
- Continuous call flow environment with minimal downtime between interactions
- Strong emphasis on attendance, adherence, and productivity metrics
- Highly structured environment with clear processes and expectations
Perks:
- Contract-to-hire opportunity with long-term potential
- Conversion includes strong benefits package (fully employer-paid medical, dental, and vision coverage for employees and dependents)
- Retirement and pension contribution programs
- Generous paid time off structure upon conversion
- Additional benefits including life insurance and short-term disability coverage
- Onsite amenities such as cafeteria and fitness center
- Newly renovated, modern office environment
- Stable, process-driven workplace with clear expectations and training support
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.
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