Healthcare Enrollment Call Center Representative (CSR1)- Anywhere in MD
Are you ready to be part of a mission-driven team dedicated to helping Maryland residents access quality healthcare? 1st Choice is seeking motivated Healthcare Enrollment Call Center Representatives who thrive in a fast-paced, metrics-driven environment. This is a fully remote position supporting Maryland's Health Benefits Exchange, where you will play a crucial role in assisting residents with enrolling in affordable health coverage.
Work Schedule:
9:30 AM - 6:00 PM EST (Monday-Friday)
Key Responsibilities: Handle a high volume of customer service inquiries and issues over the phone. Record consistent problem areas and track all interactions using a computerized system. Assist the general public, prospective enrollees, and those assisting enrollees with healthcare inquiries. Complete associated tasks according to established guidelines. Communicate routine information in a clear and accurate manner with both internal Respond to customer inquiries via email when necessary. Meet and exceed key performance metrics, including average call handling time, resolution rate, and customer satisfaction scores.
Work Environment:
100% remote, allowing you to work from the comfort of your home.
You must be highly self-motivated, disciplined, and able to meet performance goals independently.
Qualifications and Skills:
A Maryland Resident
Experienced in an inbound call center environment, with 1-2 years in a high-volume, metrics-driven setting.
Customer Service-Oriented: You excel at helping others and have outstanding communication skills.
Metrics-Driven: You have a proven track record of success in a metrics-driven call center, excelling in key areas such as Average Handle Time (AHT), First Call Resolution (FCR), call volume management, and customer satisfaction.
Quality Assurance Scores: Experience in maintaining or exceeding quality standards based on call evaluations or audits, ensuring accuracy and professionalism in customer interactions.
Tech-Savvy: Youre comfortable working with a computer, navigating multiple software systems, and troubleshooting basic technical issues.
Flexible and Adaptable: You can quickly adjust to changes, handle stress, and manage a high volume of inquiries while maintaining a calm and professional demeanor.
Technical Requirements: Candidates are required to provide their own equipment, which must meet the following specifications: Desktop or laptop (Chromebooks are not allowed). Dual Monitors (preferred). Wired headset and microphone with a USB Gen 2 or newer connection. Internet Connectivity: Wired internet connection with a minimum of 20 Mbps download speed and 5 Mbps upload speed.
Pre-Employment Requirements: Must pass background investigation
Job Type: Contract
Pay: $16.00 - $16.63 per hour
Schedule:
8 hour shift
Monday to Friday
Application Question(s):
Do you have own laptop or desktop with microphone headset? and have a reliable internet connection?
Experience:
Call center: 1 year (Required)
Customer service: 1 year (Required)
Location:
Maryland City, MD (Preferred)
Work Location: Remote
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