Call Center

Job Summary

We are seeking a Call Center Representative for a contract/temporary opportunity in Guaynabo, PR within the healthcare services industry. This role is ideal for a customer-focused professional who enjoys helping members, answering questions, resolving issues, and providing clear guidance over the phone.

The Call Center Representative will serve as a primary point of contact for members, prospects, and providers, supporting service, education, issue resolution, and customer satisfaction. This is a strong opportunity to work in a structured, mission-driven healthcare environment with supportive leadership, team collaboration, and clear service standards. Candidates who are dependable, patient, detail-oriented, and committed to creating a positive member experience can succeed and grow in this type of role.

Key Responsibilities

- Conduct inbound and outbound calls to provide member orientation, answer questions, and identify service needs.
- Resolve member concerns promptly or route issues to the appropriate department for timely follow-up.
- Document calls, engagement activities, forms, logs, and case details accurately in designated systems.
- Support members with enrollment, cancellation, disenrollment, missing ID cards, benefits, claims, coverage changes, grievances, and appeals.
- Follow up with members regarding status updates, resolutions, surveys, objections, and satisfaction-related concerns.
- Maintain productivity, quality, compliance, and monitoring standards in alignment with department expectations.

Compensation and Benefits

- Pay: $13.00 per hour.
- Job type: Contract/Temporary.
- Location: Guaynabo, PR.

Equal Opportunity Employer / Disabled / Protected Veterans

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For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Additional Skills

Required Qualifications and Skills

- Handle inbound and outbound healthcare service calls with professionalism and accuracy.
- Provide member orientation and support related to enrollment, benefits, claims, coverage changes, grievances, and appeals.
- Document all customer interactions, forms, logs, and case details in the appropriate systems.
- Meet productivity, quality, compliance, and customer satisfaction expectations.

- Associate degree or 60 to 64 college credits in Business Administration, Arts, Science, or a related field.
- 1 to 2 years of experience in a call center, customer service, sales, healthcare services, or related environment.
- Strong phone communication skills with the ability to explain information clearly and professionally.
- Ability to resolve concerns, manage objections, and escalate issues appropriately when needed.
- Strong attention to detail for reviewing applications, documenting calls, and maintaining accurate member records.
- Ability to follow procedures while adapting conversations to build rapport and support customer needs.
- Professional, patient, service-oriented approach with strong problem-solving skills.

Preferred Qualifications

- Experience in the health insurance industry.
- Experience working in a sales and/or call center environment.
- Familiarity with member services, provider services, benefits orientation, claims, enrollment, disenrollment, grievances, appeals, or CMS-related processes.