Contact Center Representative
Frederick, MD
Category: Administrative
Reference ID: 10062273
Shortcut: http://addisongroup.gosnaphop.com/6fRPBZ
Job Title: Contact Center Representative (Participant Advocate)
Industry: Healthcare / Benefits Administration
Location: Rockville, MD (100% In Office)
Assignment Type: 6-month contract-to-hire
Pay: $23 – $27 / 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.
Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
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