Contact Center Representative
Frederick, MD
Category: Administrative
Reference ID: 10062273
Shortcut: http://addisongroup.gosnaphop.com/6fRPBZ
Job Title: Contact Center Representative (Participant Advocate)
Industry: Healthcare / Benefits Administration
Location (City, State): Rockville, MD (100% In Office)
Assignment Type: 6-month contract-to-hire
Pay: $23.00 – $27.00 per hour (depending on experience)
Work Schedule: Full-time, Monday–Friday; standard business hours 8:00 AM–5:00 PM during training with potential shift adjustment to 10:00 AM–7:00 PM after onboarding.
Benefits: This position is eligible for medical, dental, vision, and 401(k).
About Our Client:
Addison Group is partnering with a mission-driven healthcare organization that provides benefits support to its participant community. The team is highly structured, service-focused, and committed to delivering consistent, accurate, and empathetic assistance.
Job Description:
Our client is seeking detail-oriented and customer-focused Participant Advocates to join their call center team. This role involves providing high-volume inbound support and delivering clear, professional guidance to participants regarding benefits, claims, eligibility, and account inquiries.
Key Responsibilities:
- Manage a high volume of inbound calls and respond promptly to emails, in-person questions, and written inquiries.
- Provide clear explanations regarding claim outcomes, eligibility status, benefit rules, and payment details.
- Maintain accurate documentation of each interaction in the customer service system.
- Assist participants with account updates, required forms, and general benefit navigation.
- Research account issues and escalate complex matters to leadership when appropriate.
- Demonstrate professionalism, empathy, and clarity during all participant communications.
- Support team operations by monitoring call queues and assisting with special projects as assigned.
- Utilize internal systems to interpret benefit information and ensure accurate responses.
Qualifications:
- Minimum 1 year of high-volume inbound call center experience (required).
- Ability to type 60+ words per minute (testing required).
- Strong written and verbal communication skills.
- Proficient with Microsoft Office Suite.
- Associate degree preferred; high school diploma required.
- Reliable, consistent attendance and comfort working in a structured environment.
- Professional, patient, and solutions-oriented demeanor.
Additional Details:
- New hiring class—multiple openings.
- Onsite amenities include an on-site café, gym access, and a newly renovated office environment.
- Union membership required upon conversion (one-time fee).
- Standard full-time, non-overtime-eligible role.
Perks:
- Newly renovated office space and professional work environment.
- On-site wellness amenities.
- Opportunities for long-term career growth with conversion.
- Stable, mission-driven organization serving a defined participant community.
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