Terms of Employment
• Contract, 12 Months (Likely Extension)
• This position is 100% onsite in Owings Mills, Maryland.
• Shifts for these positions are 8:00 AM – 4:30 PM, 8:30 AM – 5:00 PM, or 9:00 AM – 5:30 PM (ET).
Overview & Responsibilities
Our client, a leading health insurance provider, is seeking four Call Center Representatives to join their Billing & Collections team. This is an excellent opportunity for individuals with a strong background in medical billing and customer service to contribute to a dynamic and fast-paced environment. The role includes four-to-six weeks of training to prepare you for success. Key responsibilities include:
• Handling 30–35 inbound calls per day to assist members with billing inquiries, payments, and general account questions.
• Reconciling accounts, including resolving discrepancies in billing and payment histories.
• Processing payments and refunds in accordance with company guidelines.
• Documenting call details accurately and efficiently in the company system.
• Providing exceptional customer service while adhering to key performance indicators such as quality scores, call escalations, and productivity metrics.
• Collaborating with internal teams to address escalated issues or resolve complex account concerns.
Required Skills & Experience
• 2+ years of call center experience handling a high volume of calls.
• 1+ year of experience working in a healthcare or health insurance environment, particularly in billing or account management.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Experience with medical billing procedures and account reconciliation.
• Strong verbal and written communication skills with a focus on customer service excellence.
• Ability to manage sensitive information with professionalism and confidentiality.
Preferred Skills & Experience
• Familiarity with medical coding or insurance claims processes.
• Experience using customer service or billing software in a healthcare setting.
• Demonstrated success in meeting performance metrics such as call quality and issue resolution.
