Customer Service Representative I - Call Center

About the role

The position provides high‑quality customer service to policyholders, members, and providers via inbound calls. The representative ensures compliance with HIPAA, data privacy, and company guidelines while delivering efficient, first‑call resolution.

Key responsibilities

• Handle inbound calls following established protocols, resolve or appropriately escalate inquiries, and document interactions accurately.
• Meet key performance indicators such as productivity, schedule adherence, call handling time, and quality standards.
• Participate in initiatives to improve operational efficiency and service quality, providing feedback on service gaps and process inefficiencies.

Required profile

• Bachelor’s degree (or 60 college credits/associate degree or high school diploma) with relevant customer service experience in a health‑insurance call center.
• Availability to work rotating shifts, including weekends and holidays.
• Basic proficiency in English and Spanish (comprehensive, writing and verbal).

Required skills

• Knowledge of medical billing preferred.
• Strong telephone etiquette and keyboard proficiency.