Job Description
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 and external contacts.
- 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: You’re 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:
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- Must pass background investigation