Call Center Specialist

Contract Length: 3–6 months with potential extension, not to exceed 12 months Number of Openings: 2 Schedule: Monday–Friday, 8:00 AM–4:30 PM Work Environment: Full-time, onsite Interview Process: In-person and/or virtual Microsoft Teams interview Target Start Date: September 28, 2026

ABOUT THE ROLE

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 3–6 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.

WHAT YOU’LL DO

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

WHAT YOU BRING

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) #J-18808-Ljbffr Medasource