Call Center Customer Service Representative

The Midtown Group; Washington (District of Columbia); On-site; USD 33,062 - 36,506; Full time

Job summary

A leading staffing agency is seeking 17 Medicaid-related Customer Service Representatives for a long-term project in Washington, D.C. The role involves providing outstanding customer support to D.C. medical providers. Candidates must have a high school diploma and at least four years of contact center experience. The position is fully onsite and entails handling customer inquiries, documenting interactions, and maintaining high-quality service standards. Expected shifts are Monday to Friday, with 40 hours per week.

Qualifications

• Minimum four years of on-site/in-person multi-channel contact-center experience.
• Proficiency with help-desk software and Microsoft Office.
• Preferable Medicaid and health-insurance experience.

Responsibilities

• Receive inbound contacts and respond to general customer inquiries.
• Collaborate with team members to resolve service issues.
• Maintain a QA pass rate of 90%+.

Skills

Problem-solving skills

Excellent written and oral communication skills

Professionalism, empathy, patience

Active listening

Basic computer skills

Education

High-school diploma or equivalent

2-year post-high-school degree

Bachelor’s degree

Tools

Help-desk software

Microsoft Office

Job description

Call Center Customer Service Representative

The Midtown Group is partnering with a leading technology company to support the DC Medicaid program. We are hiring 17 Medicaid‑related Customer Service Representatives for a long‑term project in downtown D.C., fully onsite with no remote or hybrid options. Interviews begin on Thursday, 12/18/25, with the engagement starting on 1/29/26 and potentially continuing through November 2028.

Pay Range

USD 24.00 – 26.50 per hour (actual pay based on skills and experience).

Project Overview

Our role is to provide outstanding customer support to D.C. medical providers who need assistance with invoices and payments for services rendered to Medicaid recipients, utilizing the partner’s technology platform and our contact center operations expertise.

Key Responsibilities

• Receive inbound contacts, respond to general customer inquiries, provide health‑insurance consultancy, and elevate issues when necessary.
• Handle and process contacts to exceed service‑level targets.
• Document all interactions, updating account history and ensuring accurate case history for follow‑up.
• Collaborate with team members, managers, and customers to resolve service issues.
• Review and suggest workflow or procedural modifications to improve transaction processing.
• Perform outbound contacts as directed by business needs.
• Attend pre‑shift meetings (Mondays and Thursdays) for important updates and Q&A.
• Follow contact‑center scripts, verify caller identity, obtain permission for information disclosure, and fully document each call.

Performance Measurement

• Quality Assurance: Maintain a QA pass rate of 90%+; calls may be monitored during shifts.
• Call Handling Metrics:
  • Percentage of shift spent on‑call or available for callers.
  • Length of calls – avoid excessively long or short interactions.
  • Transfer rate – high transfers may indicate inability to assist callers.

Qualifications

• High‑school diploma or equivalent, 2‑year post‑high‑school degree, or bachelor’s degree.
• Minimum four years of on‑site/in‑person multi‑channel contact‑center experience.
• Proficiency with help‑desk software, Microsoft Office, and basic computer skills.
• Strong problem‑solving skills and the ability to resolve inquiries effectively.
• Excellent written and oral communication skills.
• Preferable Medicaid and health‑insurance experience.

Other Important Skills

• Professionalism, empathy, patience, courtesy, and integrity.
• Clear and professional communication.
• Active listening to understand caller needs and case history.
• Secure handling of sensitive data and personal information.
• Ability to manage conflict and complex emotional situations.
• Flexibility and independence in work.

Hours & Schedule

The contact center operates Monday–Friday, 8:00 am–5:00 pm ET, with shift start times between 7:45 am and 5:15 pm ET to accommodate pre‑shift sessions. The role requires 40 hours per week. Federal holidays are non‑working days.

Contract Details

The base contract is one year through November 2026, with two additional annual option periods, potentially extending the engagement to November 2028.

Seniority Level

Associate

Employment Type

Contract

Job Function

Customer Service; Industries: Hospitals and Health Care, Insurance Carriers, Telephone Call Centers

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