Contact Center Representative

3 days ago

Frederick, MD, United States Addison Group Full time
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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