Customer Service Representative

Green Key Resources; Rockville (MD); On-site; USD 36,000 - 48,000; Full time

Job summary

Green Key Resources in Rockville, MD is seeking a Customer Service Representative to assist individuals with questions about health benefits and plan services.

The role emphasizes empathetic, professional service and collaboration with internal teams and partners. The ideal candidate has 1+ year in customer service and healthcare environments, good communication, and proficient Microsoft Office skills.

Qualifications

• 1+ year of customer service, receptionist, or scheduling experience required.
• 1+ year of experience in healthcare, insurance, or a third-party administrator (TPA) environment preferred.
• High School Diploma is required.

Responsibilities

• Provide friendly, professional, and empathetic customer service by phone, email, in person, and through written correspondence.
• Answer questions regarding eligibility, benefits, claims, payments, and other plan-related matters.
• Research customer questions and concerns to identify accurate answers and appropriate solutions.
• Explain claim payments and reasons for claim denials.
• Verify eligibility and benefits and coordinate updates with outside vendors.
• Work collaboratively with internal departments, providers, vendors, and other stakeholders to resolve concerns.
• Accurately document customer interactions and maintain clear records.
• Process enrollment forms and other customer-related documentation.
• Assist customers with online resources and website navigation.
• Escalate complex issues to the appropriate team members for resolution.
• Monitor incoming calls and assist with call management as needed.
• Support special projects and other team initiatives as assigned.

Skills

Customer service

Communication skills

Typing 40 wpm

Microsoft Office

Education

High School Diploma

Tools

Microsoft Office

Job description

We are seeking Customer Service Representatives to join a customer-focused team that supports individuals with questions and concerns about health benefits and plan services.

This is a great opportunity for someone who genuinely enjoys helping others, solving problems, and providing thoughtful, professional customer service. The ideal candidate is dependable, empathetic, detail-oriented, and eager to learn.

Position Overview

In this Customer Service role, you will serve as a trusted resource for individuals navigating their health benefits. You will answer questions, research concerns, explain information, and work with internal teams and outside partners to help resolve issues.

This role is ideal for someone who enjoys making a difference through every conversation and can remain patient, professional, and solution-focused when assisting individuals with complex or frustrating situations.

Responsibilities

• Provide friendly, professional, and empathetic customer service by phone, email, in person, and through written correspondence.
• Answer questions regarding eligibility, benefits, claims, payments, and other plan-related matters.
• Research customer questions and concerns to identify accurate answers and appropriate solutions.
• Explain claim payments and reasons for claim denials.
• Verify eligibility and benefits and coordinate updates with outside vendors.
• Work collaboratively with internal departments, providers, vendors, and other stakeholders to resolve concerns.
• Accurately document customer interactions and maintain clear records.
• Process enrollment forms and other customer-related documentation.
• Assist customers with online resources and website navigation.
• Escalate complex issues to the appropriate team members for resolution.
• Monitor incoming calls and assist with call management as needed.
• Support special projects and other team initiatives as assigned.

Qualifications

• 1+ year of customer service, receptionist, or scheduling experience required
• 1+ year of experience in healthcare, insurance, or a third-party administrator (TPA) environment preferred
• High School Diploma required
• Typing speed of 40+ words per minute
• Strong written and verbal communication skills
• Proficiency with Microsoft Office
• Strong attendance and punctuality
• Ability to remain flexible, positive, professional, and cooperative in challenging situations
• Strong troubleshooting and investigative skills
• Ability to gather information and collaborate with customers, vendors, and internal departments to resolve issues
• Demonstrated initiative and a genuine desire to serve others and learn

Schedule

This is a full-time, in-office position working 40 hours per week, Monday through Friday.

Regular Schedule: 8:00 AM – 5:00 PM

Lunch: One-hour unpaid lunch

Candidates must be comfortable with the possibility of working the 10:00 AM – 7:00 PM schedule following conversion to a permanent position.