Call Center Specialist

Call Center Representative

Our client is seeking Call Center Representatives for a full-time, onsite position in Oklahoma City, OK, to support customer experience operations related to health insurance and Medicare plan changes. This contract role is for 36 months with potential extension, not to exceed 12 months. The team assists members with health insurance-related questions, plan changes, and other service needs while maintaining a high standard of customer service, accuracy, confidentiality, and regulatory compliance. The position is heavily focused on outbound calling to Medicare members with upcoming plan changes, while also handling inbound member inquiries and related administrative responsibilities. The objective of this role is to support a positive member experience during upcoming Medicare plan changes by proactively reaching members, answering questions, resolving or appropriately referring inquiries, and ensuring interactions are accurately documented. You will help maintain timely communication with members while supporting call center productivity, HIPAA compliance, workflow accuracy, and overall service delivery.

Responsibilities include:

• Place a high volume of outbound calls to Medicare members regarding upcoming plan changes
• Receive and respond to inbound member calls and inquiries
• Provide accurate, efficient, and professional responses to member questions
• Accurately document all calls and member interactions in the call center tracking application
• Maintain real-time reporting of call and agent activity
• Prepare and manage workflow referrals, ensuring appropriate follow-up and resolution
• Follow established call center procedures, workflows, schedules, and break times to maintain appropriate service coverage
• Protect member privacy and confidentiality in accordance with HIPAA and other applicable requirements
• Complete required compliance and organizational training
• Perform data entry, recordkeeping, documentation, and other administrative responsibilities
• Support additional projects and operational tasks as assigned
• Work collaboratively with team members while maintaining individual productivity and accountability

Qualifications include:

• At least 1 year of experience in customer service, call center, clerical, office, or similar professional work, or an equivalent combination of education and experience (including qualifying college coursework in business or public administration)
• Strong customer service and telephone communication skills
• Ability to comfortably handle a high volume of outbound and inbound calls
• Strong verbal and written communication skills
• Accurate data entry and recordkeeping skills
• Strong attention to detail and documentation accuracy
• Basic knowledge of general office practices and procedures
• Working knowledge of Microsoft Office applications
• Ability to organize work and manage multiple tasks and priorities
• Ability to follow established procedures and written/verbal instructions
• Ability to appropriately handle confidential and sensitive information (HIPAA compliance)
• Dependability and adherence to established work schedules
• Ability to work independently and collaboratively in a fast-paced environment
• Adaptability and willingness to learn new processes, systems, and procedures
• Previous call center experience (preferred)
• Experience with high-volume outbound calling (preferred)
• Experience providing administrative or clerical support in a professional office environment (preferred)
• Medicare member support experience (preferred)
• Health insurance or health plan administration experience (preferred)
• Experience supporting government programs (preferred)
• Familiarity with HIPAA requirements and handling protected health information (preferred)
• Experience with call center tracking or CRM applications (preferred)
• Bilingual proficiency (preferred)

Disclaimer: Brooksource, Medasource, and Calculated Hire are part of the Eight Eleven Group family of companies and operate under Eight Eleven Group, LLC. All employees receive the same benefits, policies, and terms of employment.

EEO: We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, citizenship, pregnancy (including childbirth, lactation, and related conditions), or any other protected status in accordance with applicable federal, state, and local laws.

Benefits & Perks: Eight Eleven Group offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee's needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer: The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.