Call Center Representative

Job Title

Call Center Representative (CSR)

$15.00/yr - $18.00/yr

100% Remote in Maryland

3-Month Contract + Rolling Extensions;
Long‑Term Project

The Customer Service Representative (CSR) interacts with customers to handle inquiries, concerns, and requests about products and services across multiple lines of business. The CSR projects a professional company image, delivers superior customer service, and ensures accurate information is communicated through customer contact channels (phone, email, chat, and web portal).

• Assist providers by resolving coordination of benefits inquiries, including enrollment, third‑party liability, and claims attachments.
• Interpret and communicate accurate insurance coverage by understanding all processes and systems.
• Document all customer interactions thoroughly and completely.
• Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
• Provide direction on using and understanding self‑service tools.
• Assist members in locating network dentists or assigning primary care dentists.
• Appropriately route inquiries beyond scope to the correct department.
• Research and resolve claim payment inquiries and ensure timely follow‑up and resolution.
• Maintain compliance with client policies and service standards.
• Suggest process improvements and contribute to team success.

• Education:
  
  High School Diploma or equivalent.
• Experience:
  
  2 years in a high‑volume call center environment; 1 year in the health insurance industry.
• Technical
  
  Skills:
  
  Proficient in Microsoft Office and multiple software systems simultaneously; ability to troubleshoot and set up computer equipment with minimal assistance.
• Soft Skills:
  
  Strong written and verbal communication; high attention to detail, organizational ability, and teamwork; adaptable to a fast‑paced production environment; excellent critical thinking and problem‑solving skills.

• Medical/Dental terminology familiarity.
• Medicare/Medicaid and claims/billing experience.
• Experience with Cisco phone systems.
• Bi‑linguistic (Mandarin or Spanish).

Schedule:

Monday–Friday, 6:00 AM – 7:00 PM CST (8‑hour shifts within this window).

Training and Onboarding Timeline:
Classroom training (8:30 AM – 5:00 PM CT).

Associate

Contract

Customer Service

Insurance