Call Center Customer Service Representative

Call Center Customer Service Representative

The Midtown Group is partnering with a leading technology company to support the DC Medicaid program. We are hiring 17 Medicaid‑related Customer Service Representatives for a long‑term project in downtown D.C., fully onsite with no remote or hybrid options. Interviews begin on Thursday, 12/18/25, with the engagement starting on 1/29/26 and potentially continuing through November 2028.

USD 24.00 – 26.50 per hour (actual pay based on skills and experience).

Our role is to provide outstanding customer support to D.C. medical providers who need assistance with invoices and payments for services rendered to Medicaid recipients, utilizing the partner’s technology platform and our contact center operations expertise.

• Receive inbound contacts, respond to general customer inquiries, provide health‑insurance consultancy, and elevate issues when necessary.
• Handle and process contacts to exceed service‑level targets.
• Document all interactions, updating account history and ensuring accurate case history for follow‑up.
• Collaborate with team members, managers, and customers to resolve service issues.
• Review and suggest workflow or procedural modifications to improve transaction processing.
• Perform outbound contacts as directed by business needs.
• Attend pre‑shift meetings (Mondays and Thursdays) for important updates and Q&A.
• Follow contact‑center scripts, verify caller identity, obtain permission for information disclosure, and fully document each call.

• Quality Assurance:
  Maintain a QA pass rate of 90%+; calls may be monitored during shifts.
• Call Handling Metrics:
  • Percentage of shift spent on‑call or available for callers.
  • Length of calls – avoid excessively long or short interactions.
  • Transfer rate – high transfers may indicate inability to assist callers.

• High‑school diploma or equivalent, 2‑year post‑high‑school degree, or bachelor’s degree.
• Minimum four years of on‑site/in‑person multi‑channel contact‑center experience.
• Proficiency with help‑desk software, Microsoft Office, and basic computer skills.
• Strong problem‑solving skills and the ability to resolve inquiries effectively.
• Excellent written and oral communication skills.
• Preferable Medicaid and health‑insurance experience.

• Professionalism, empathy, patience, courtesy, and integrity.
• Clear and professional communication.
• Active listening to understand caller needs and case history.
• Secure handling of sensitive data and personal information.
• Ability to manage conflict and complex emotional situations.
• Flexibility and independence in work.

The contact center operates Monday–Friday, 8:00 am–5:00 pm ET, with shift start times between 7:45 am and 5:15 pm ET to accommodate pre‑shift sessions. The role requires 40 hours per week. Federal holidays are non‑working days.

The base contract is one year through November 2026, with two additional annual option periods, potentially extending the engagement to November 2028.

Associate

Contract

Customer Service;
Industries:
Hospitals and Health Care, Insurance Carriers, Telephone Call Centers

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