Call Center Representative

About the Company

Addison Group is partnering with our client, a well-established not-for-profit healthcare benefits organization, to hire a Participant Advocate for their growing customer service team. This organization is dedicated to delivering exceptional support to plan participants and prides itself on professionalism, accuracy, and compassionate service.

About the Role

The Participant Advocate will serve as a key point of contact for members in a fast-paced, high-volume call center environment. This role focuses on providing clear, accurate information related to benefits, eligibility, and claims while maintaining a positive and service-oriented experience. The ideal candidate is detail-focused, dependable, and comfortable handling back-to-back inbound calls.

Job Title: Participant Advocate (Onsite, Rockville, MD)

Industry: Employee Benefits / Healthcare Administration

Location (City, State): Rockville, MD

Assignment Type: Contract-to-Hire – 4 months to conversion

Pay: $23–$27 per hour

Work Schedule: Monday–Friday, 8:00 AM – 5:00 PM during training

Potential for 10:00 AM – 7:00 PM shift after training (based on business need)

Fully onsite – 5 days per week

Benefits: This position is eligible for medical, dental, vision, and 401(k).

Responsibilities

• Manage a high volume of inbound calls with minimal downtime between interactions
• Respond to participant inquiries via phone, email, and written correspondence
• Explain claim determinations, payment details, eligibility status, and benefit coverage
• Research and resolve claim discrepancies and eligibility questions
• Accurately document all participant interactions within internal systems
• Maintain knowledge of plan guidelines and multiple benefit structures
• Escalate complex concerns to appropriate internal teams for resolution
• Assist with enrollment updates and related administrative tasks
• Support special projects and additional operational needs as assigned

Qualifications

• Minimum 1 year of recent high-volume inbound call center experience
• Experience in benefits, healthcare administration, or insurance strongly preferred
• Ability to type at least 40 words per minute
• Proficiency in Microsoft Office Suite
• Strong written and verbal communication skills
• Associate’s degree preferred (High School Diploma required)
• Professional, reliable, and customer-focused demeanor
• Comfortable working in a structured, metrics-driven environment

Required Skills

• Detail-focused
• Dependable
• Comfortable handling back-to-back inbound calls

Preferred Skills

• Experience in benefits, healthcare administration, or insurance

Equal Opportunity Statement

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.