Customer Service Representative

Job Title: Customer Service Representative (Medicare and Health Insurance Benefits)
Work Arrangement: Onsite, Monday through Friday, during normal business hours
Location: Washington, DC 20002 (DC local candidates only)
Employment Type: Full-time contract, 40 hours per week, one-year term with possible extension
Engagement Type: W-2 Contract
Final Interview:

Position Summary

Dhaka Technologies Limited Company is hiring a Customer Service Representative on behalf of a client, a District of Columbia government program that provides free, unbiased Medicare counseling and outreach to District residents. The Customer Service Representative helps Medicare beneficiaries, caregivers, and family members understand their coverage and benefits, compare options, navigate enrollment and appeals, find available resources, and resolve Medicare-related concerns. The role works under the direction of the program manager or designee, who assigns work and provides program guidance, and serves clients by telephone, in person, and in writing.

Responsibilities

• Provide professional, courteous, and responsive customer service to Medicare beneficiaries, caregivers, family members, and other constituents.
• Respond to client and constituent inquiries received by telephone, email, fax, or in person, as assigned.
• Conduct individual client assessments through active listening and information gathering to identify each client's needs and the appropriate next steps.
• Provide objective and unbiased information in accordance with program policies, procedures, and training.
• Accurately document client contacts, counseling activities, referrals, follow-up actions, and outcomes in the agency-designated database.
• Communicate and coordinate with clients, caregivers, family members, community partners, government agencies, and other service providers as needed to address client needs.
• Assist with outreach, educational, and other program activities as assigned.
• Maintain confidentiality and handle sensitive client information appropriately.
• Complete assigned work accurately, on time, and in accordance with program policies and procedures.

Required Qualifications

• Experience assisting individuals with healthcare insurance benefits, such as Medicare, Medicaid, or health plan enrollment, coverage, and claims questions.
• Customer service experience in a client-facing environment, assisting individuals by telephone, in person, and through written communication.
• Strong active listening, interpersonal, and analytical skills, with the ability to assess needs, evaluate information, and determine next steps.
• Ability to explain complex or unfamiliar information clearly, and to handle sensitive situations with tact and discretion.
• Strong written communication skills, including clear and accurate case notes and client correspondence.
• Working knowledge of Microsoft Office (Word, Excel, PowerPoint, and Outlook) and the ability to enter and maintain client records in an electronic database accurately and on time.
• Knowledge of confidentiality requirements and the appropriate handling of sensitive client information.
• Ability to work effectively with diverse populations, including older adults, individuals with disabilities, caregivers, and family members.
• Willingness and ability to complete CMS-approved Medicare counselor training and certification, provided after hire.
• Must reside in the Washington, DC area and be able to work onsite Monday through Friday.
• Must pass a background check before the start date.
• Must be authorized to work in the United States without employer sponsorship, now or in the future.

Preferred Qualifications

• Prior experience as a Medicare counselor or with a State Health Insurance Assistance Program.
• Experience in a government, aging services, or community health setting.
• Ability to speak Spanish or another language commonly spoken in the District.

Compensation and Schedule

$19.19 to $21.29 per hour on a W-2 contract basis, based on experience. Full time, 40 hours per week, Monday through Friday during normal business hours. Pay is for actual hours worked.

How to Apply

Send a current resume to talent@dhakatech.us with the subject line "Customer Service Representative, Washington DC." Please include two or three sentences describing your experience helping people with Medicare or other health insurance benefits.