Job Title
Call Center Representative (CSR)
Base Pay Range
$15.00/yr - $18.00/yr
Location
100% Remote in Maryland
Contract
3-Month Contract + Rolling Extensions; Long‑Term Project
Job Summary
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).
Primary Responsibilities
- 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.
Job Requirements
- 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.
Preferred
- Medical/Dental terminology familiarity.
- Medicare/Medicaid and claims/billing experience.
- Experience with Cisco phone systems.
- Bi‑linguistic (Mandarin or Spanish).
Work Details
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).
Seniority Level
Associate
Employment Type
Contract
Job Function
Customer Service
Industries
Insurance
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