Customer Service Representative

Addison Group; Rockville (MD); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Addison Group is seeking Participant Advocates for a healthcare benefits client in a busy in-person Customer Service team. You will be the primary contact for participants with questions about their benefits, eligibility, and claims.

The ideal candidate has 1+ year in receptionist, scheduling, or customer service roles and will thrive in a high-volume, process-oriented environment. Training lasts about 6–8 weeks, followed by independent work.

Qualifications

• At least 1 year of receptionist, scheduling, or customer service experience.
• Healthcare, insurance, or TPA experience strongly preferred.
• Proficiency with Microsoft Office applications.

Responsibilities

• Provide professional assistance to participants by phone, email, in person, and through written communication.
• Respond to questions involving eligibility, benefits, claims, payments, denials, and participant responsibilities.
• Investigate customer inquiries and determine appropriate next steps.
• Review claim information and explain payment details or reasons for claim denials.
• Confirm participant eligibility and benefit information and assist with updates when needed.
• Work with internal teams, healthcare providers, vendors, employers, and other stakeholders to resolve issues.
• Learn and apply applicable benefit guidelines, plan materials, eligibility procedures, and claims processes.
• Record customer interactions accurately and maintain thorough documentation.
• Assist participants with forms and other benefit-related processes.
• Guide customers through available online resources and website features.
• Escalate complex or sensitive issues to the appropriate department or supervisor.
• Contribute to department initiatives and special projects as assigned.
• Meet established call center performance expectations and maintain accurate, timely customer records.

Skills

Customer service

Typing 40 WPM

MS Office

Communication

Education

High school diploma

Job description

• Assignment Type: Contract-to-Hire; approximately 6–8 months with potential conversion
• Pay: $23–$27/hour
• Work Schedule: Full-time, Monday–Friday; primarily 8:00 AM–5:00 PM during training, with potential for a 10:00 AM–7:00 PM schedule. This is a fully in-office position.
• Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client

Our client is a well-established, not-for-profit healthcare organization serving plan participants and providing support related to health benefits, eligibility, claims, and related services. The organization operates a structured customer service environment where accuracy, dependability, empathy, and adherence to established procedures are highly valued.

Job Description

Addison Group is seeking Participant Advocates on behalf of our client to join a busy Customer Service team. In this role, you will serve as a primary point of contact for participants who have questions or concerns regarding their healthcare benefits.

The ideal candidate will have at least one year of receptionist, scheduling, or customer service experience and be comfortable working in a high-volume, process-oriented call center. Experience within healthcare, insurance, or a third-party administrator (TPA) environment is preferred.

This position requires excellent communication skills, strong attention to detail, reliable attendance, and the ability to remain professional and empathetic while helping customers resolve complex questions.

Key Responsibilities

• Provide professional and courteous assistance to participants by phone, email, in person, and through written communication.
• Respond to questions involving eligibility, benefits, claims, payments, denials, and participant responsibilities.
• Investigate customer inquiries and determine appropriate answers or next steps.
• Review claim information and explain payment details or reasons for claim denials.
• Confirm participant eligibility and benefit information and assist with updates when needed.
• Work with internal teams, healthcare providers, vendors, employers, and other stakeholders to resolve issues.
• Learn and apply applicable benefit guidelines, plan materials, eligibility procedures, and claims processes.
• Record customer interactions accurately and maintain thorough documentation.
• Assist participants with forms and other benefit-related processes.
• Guide customers through available online resources and website features.
• Escalate complex or sensitive issues to the appropriate department or supervisor.
• Contribute to department initiatives and special projects as assigned.
• Meet established call center performance expectations and maintain accurate, timely customer records.

Qualifications

• At least 1 year of receptionist, scheduling, or customer service experience required.
• Healthcare, insurance, TPA, or related industry experience strongly preferred.
• Strong verbal and written communication skills.
• Ability to type at least 40 WPM; typing speed will be assessed as part of the selection process.
• High school diploma required.
• Proficiency with Microsoft Office applications.
• Strong customer service skills and a professional, approachable demeanor.
• Dependable attendance and punctuality are essential.
• Ability to follow detailed procedures and work effectively within a highly structured environment.
• Strong problem-solving, research, and troubleshooting abilities.
• Ability to explain detailed or complex information clearly.
• Comfortable handling challenging customer interactions with patience, empathy, and professionalism.
• Ability to work collaboratively with internal and external stakeholders.
• Interview Process: Candidates will complete typing and customer service assessments before proceeding to an on-site interview. Candidates must successfully complete the assessments to advance.
• Start Dates: September and October 2026.
• Hours: Full-time, approximately 40 hours per week.
• Overtime: Not anticipated.
• Training: Approximately 6–8 weeks of structured training before transitioning to independent work.
• Training will include instructor-led sessions, computer-based learning, system navigation, and supervised customer interactions.
• Training attendance is mandatory, with very limited schedule flexibility.
• Candidates are expected to remain attentive and actively participate throughout training sessions.
• As training progresses, employees will begin handling live customer interactions under close supervision before transitioning to independent calls.
• This is a highly structured, in-office environment where punctuality, attendance, accuracy, and adherence to established processes are critical.
• Candidates should be prepared to work the assigned schedule consistently. Significant schedule restrictions or extended planned absences may not be compatible with the position.
• Successful candidates should be comfortable working in a high-volume customer service setting and following established procedures while exercising sound judgment when resolving participant concerns.
• Structured training and onboarding program
• Opportunity for contract-to-hire conversion
• Professional healthcare environment
• Collaborative customer service team
• Potential access to enhanced client benefits upon conversion, subject to applicable eligibility requirements

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.