Customer Service Representative I – Call Center

About the role

We are seeking a Customer Service Representative I to join our call‑center team. You will provide high‑quality service to policyholders, members, and providers through inbound calls, resolve inquiries efficiently, and ensure accurate documentation while complying with HIPAA and other regulatory requirements.

Key responsibilities

• Handle inbound calls following established protocols to achieve first‑call resolution.
• Maintain confidentiality and security of customer, member, and provider information in line with HIPAA and data‑privacy policies.
• Meet productivity, schedule adherence, call‑handling, quality, and documentation KPIs.
• Participate in initiatives aimed at improving operational efficiency and service quality.
• Provide feedback on service gaps, recurring issues, or process inefficiencies.
• Adhere to all operational policies, scripts, and service guidelines.
• Utilize the telephone system according to assigned schedules and performance metrics.
• Perform other duties as assigned based on education and experience.

Required profile

• Bachelor’s degree (or 60 college credits/associate degree, or high school diploma) with relevant experience.
• At least 6 months of customer‑service experience in a call‑center, preferably within the health‑insurance industry (or 1‑2 years depending on education level).
• Ability to comply with company policies, local and federal laws, and industry regulations.

Required skills

What we offer

• Opportunity to work in a regulated health‑insurance environment.
• Professional development through continuous‑improvement initiatives.