Customer Service Representative I (Call Center)

About the role

We are seeking a Customer Service Representative I to join our call center team, providing high‑quality support to policyholders, members, and providers. The role focuses on handling inbound calls, ensuring compliance with HIPAA and company policies, and delivering a positive customer experience.

Key responsibilities

• Answer inbound calls following established protocols, aiming for first‑call resolution.
• Maintain confidentiality and security of customer, member, and provider information in compliance with HIPAA and data‑privacy regulations.
• Document all interactions accurately to ensure service continuity.
• Meet key performance indicators such as productivity, schedule adherence, call handling quality, and documentation standards.
• Participate in initiatives to improve operational efficiency and service quality.
• Provide feedback on service gaps, recurring issues, or process inefficiencies.
• Adhere to all operational policies, scripts, and service guidelines.

Required profile

• Bachelor’s degree, or at least 60 college credits/associate degree, or high school diploma.
• Minimum 6 months to 2 years of customer service experience, preferably in a health‑insurance call center.
• Ability to handle confidential information and follow regulatory requirements.
• Strong communication skills and professional demeanor.

Required skills