Call Center Support Representative (Full Time Onsite)

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Call Center Support Representative

Contract-to-Hire | Full-Time | Full Time Onsite Location: Dublin, OH 43017

Beacon Hill’s client is seeking empathetic, customer-focused professionals to join their team as Call Center Support Representatives. This role offers the opportunity to make a meaningful impact by helping members understand and navigate complex healthcare situations while providing exceptional service and support.

Schedule

• Shift Post Training: 10:00 AM – 7:00 PM EST
• Training: 7 weeks of paid onsite training, Monday through Friday, 9:00 AM – 6:00 PM EST

Position Overview

As a Support Representative, you will serve as a trusted resource for members seeking guidance on healthcare benefits, claims, authorizations, provider services, and insurance-related concerns. Through thoughtful conversations and proactive support, you will help members better understand their healthcare options while ensuring they receive timely and appropriate assistance throughout their care journey.

This position is ideal for individuals who enjoy helping people, solving problems, and creating positive customer experiences, especially during sensitive or challenging situations.

Primary Responsibilities

• Act as the primary point of contact for members by handling inbound and outbound calls related to healthcare coverage, benefits, provider networks, claims, billing questions, and authorization requests.
• Guide members through complex healthcare situations by listening carefully, gathering relevant information, and providing clear explanations of available options and next steps.
• Research and resolve member concerns by coordinating with healthcare providers, insurance carriers, and internal departments to obtain accurate information and facilitate solutions.
• Assist individuals with understanding medical costs, verifying coverage for services and procedures, and navigating plan benefits to help them make informed decisions about their care.
• Support members throughout the authorization process by providing status updates, initiating requests when appropriate, and ensuring all necessary documentation is obtained.
• Investigate claims-related inquiries, document issues thoroughly, and proactively follow up on open items to help drive resolution rather than waiting for members to reconnect.
• Advocate on behalf of members when issues arise between healthcare providers and insurance companies, helping remove obstacles that may delay access to care or services.
• Identify opportunities to improve the member experience by providing education, suggesting cost-effective care options, and ensuring members receive the support they need.
• Maintain accurate records of all interactions, follow-up activities, and case details while working across multiple systems and applications.
• Deliver compassionate and professional service during emotionally sensitive conversations, including situations involving serious medical diagnoses, ongoing treatment plans, or complex healthcare needs.

Required Qualifications

• High School Diploma or GED required.
• College coursework or degree preferred.
• Excellent customer service skills with a genuine desire to help others.
• Strong empathy and the ability to build trust with customers.
• Critical thinking skills with the ability to ask thoughtful, probing questions.
• Professional and effective phone communication skills.
• Demonstrated reliability, accountability, and strong attendance history.
• Proficiency with Microsoft Outlook, Word, Excel, PowerPoint, and Teams.

Preferred Qualifications

• Previous experience in healthcare, retail, hospitality, restaurant, or other customer-facing environments.
• Experience handling complex customer concerns and issue resolution.
• Exposure to healthcare benefits, insurance, claims, or provider-related processes.

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

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