Health Benefits Officer II; Health Insurance Call Center Customer Service Representative - Fore

Health Benefits Officer II (Health Insurance Call Center Customer Service Representative - Foreign Service Benefit Plan)

The American Foreign Service Protective Association (AFSPA) is seeking detail-oriented, service-driven professionals to support members navigating Foreign Service Benefit Plan (FSBP) health benefits, claims, medical/pharmacy coverage, and eligibility issues. This essential role supports a mission-driven membership organization and is ideal for individuals who excel in structured, policy-driven environments, enjoy problem-solving, and take pride in delivering accurate, high-quality, and compassionate service. This position is not a sales or advisory role.

It requires strict adherence to documented health plan benefits, regulatory requirements, and internal procedures.

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• Answer high-volume inbound calls in a call center environment.
• Assist members with health benefits, claims, eligibility, and coverage inquiries via phone, email, and written correspondence.
• Troubleshoot issues, de‑escalate member concerns, and resolve inquiries in alignment with regulatory and plan guidelines.
• Review claims for accuracy and completeness, and document all member interactions in Customer Relationship Management (CRM) systems in real time.
• Collaborate with plan administrators and escalate issues to supervisors as needed.
• Ensure compliance with healthcare regulations, policies, and procedures.

Salary Range: $44,000 – $50,000 annually (based on a 35‑hour work week). Signing bonus: $500 after successful completion of the first 90 days.

Benefits include comprehensive medical, dental, and vision coverage; retirement plan (401k); paid time off; and paid holidays.

Hybrid remote work options based on business needs. Employees may need to work in the office up to four days per week as required.

AFSPA is a federal contractor and an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected status.

Employment may be contingent upon successful completion of background checks, drug tests, or other pre‑employment screenings, as required by law or policy.

• High school diploma or equivalent required.
• 3+ years of customer service experience (call center, benefits, or healthcare environment preferred).

• Experience with health insurance, medical claims, or benefits administration is a plus.
• Highly organized, detail-oriented, with excellent problem‑solving abilities, and comfortable following documented policies and procedures.
• Professional and calm under pressure.
• Ability to manage high-volume inbound calls while maintaining professionalism and empathy.
• Comfortable learning multiple systems and passing structured training assessments.

90‑day paid, structured training program with required assessments covering:

• Health Plan Brochure (open‑book assessment)
• Systems training across multiple databases/platforms
• Live call handling / telephone operations

This essential position has consistent performance expectations. Candidates must achieve 85% or higher on all training assessments to successfully complete the program and maintain employment with AFSPA.

Job may be based at any of the following AFSPA locations:
New Carrollton, Maryland Satellite Office;
Washington, DC Headquarters; or a hybrid remote setup. Work location will be assigned and/or changed based on business needs and at management’s sole discretion.