Job Description:
Remote Customer Service Representatives Needed ASAP
Apex Systems is partnering with our large healthcare client to hire Customer Service Representatives in their Member Service Contact Center. This is a remote position – but you must sit local to the Fulton, MD area!
To apply please email your resume to
Position Title: Member Service Contact Center Representative
Position Type: Contract with STRONG potential to extend or convert – performance based
Location: Primarily remote with onsite equipment pick up in Denver
Schedule: Must have open availability
Position Overview: This healthcare client is committed to providing high-quality, affordable health care services and improving the health of our members, our patients, and the communities we serve. Among the four Member Services Contact Center sister sites, California, Colorado, Georgia and Maryland, This team takes over 50,000 calls per day related to topics such as membership eligibility, benefits clarification, Medicare, claims, plan options, payment and billing inquiries. Although it is not a “complaint center,” they do address member issues of escalated concern-from beginning to end, and pride themselves in being a “one stop shop” for their members.
Job Description: The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information. They will provide support to member’s inquiries and issues as they utilize the client plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
Major Responsibilities / Essential Functions:
• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.
• Responds professionally to inquiries from internal/external customers. Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization’s philosophy of providing extraordinary customer relations and quality service.
• Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Documents conversations with members according to procedure.
• Follows established procedures to meet customer/member needs.
• Required to effectively interact with diverse work units and relevant organizational departments.
• Ability to understand relevant policies, processes and customers.
• Assist the department in meeting customer needs and reaching department expectations.
• Completes required training and understand how to use tools available to recall necessary information.
• Develop a full awareness of the way performance and actions affect members and Member Service.
• Contact Center’s performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted).
• Consistently supports compliance and the Principles of Responsibility (Code of Conduct) by maintains the privacy and confidentiality of information, and protects the assets of the organization.
Qualifications:
• High School Diploma or General Education Development (GED) required.
• Minimum two (2) years of customer service experience
Preferred Work Experience:
• Call center experience preferred.
• Health insurance experience preferred.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or