Job Description

Job Description

At least fifty-seven (57) Customer Service Representatives (CSRs) are needed for a long-term Medicaid project in DC. These positions are 100% onsite and located downtown, near Farragut North Metro Station.

The Midtown Group is teaming up with a leading technology company to support a D.C. government department that offers its residents a Medicaid program. Our collective goal is to modernize and optimize DC's Medicaid program while offering outstanding customer support. Our venture is focused on improving outcomes, enhancing provider experiences, and safeguarding program integrity. For this project, our partner will provide technology, and we will provide people and expertise, across several functions, including contact center operations.

Customer Service Representative will support D.C. residents and medical providers who need assistance with Medicaid benefits.

These positions are in-person, located in Downtown D.C. There are no plans to move to hybrid or fully remote models. Interviews begin on Saturday, 8/9/25, and these engagements are expected to start on 9/8/25 or 9/15/25.

Key job tasks

CSRs have several job responsibilities, and some of the critical ones are:

• Receive inbound contacts using the contact center platform, respond to general customer questions, provide consultancy using insurance and healthcare expertise available in the knowledgebase, and escalate to appropriate staff as needed.
• Handle and process contacts in a manner that ensures that service level targets are exceeded.
• Process requests and document contacts, including updates to account history with results of the interaction to include proper documentation. This is critical, as this case history is referenced by CRSs and supervisors to understand what has taken place to date and how to best resolve an issue or progress a case.
• Interface with team members, management, and customers to resolve customer service issues.
• Review and recommend modifications to procedures and workflow, as needed, to ensure efficient and effective processing of transactions.
• Conduct outbound customer contacts in response to customer direction or other business needs.
• Attend twice-weekly pre-shift meetings, generally on Mondays and Thursdays, to hear important information from supervisors, to participate in interactive Q&A, etc.
• Follow contact center scripts, properly verify callers, gain appropriate permissions to disclose information or assist, and fully document each and every contact.

Performance measurement

The Midtown Group measures performance in a number of ways, with the key ones being:

• Quality Assurance assessments: CSRs may have their calls monitored and assessed at any time during a shift. We and our partner monitor and assess our CSRs regularly. CSRs are expected to maintain or exceed a QA pass rate of 90%+. Calls are considered to have failed if a CSR misses or incorrectly performs any critical element of the job. These items are well-covered in training and reinforced during pre-shift and individual coaching sessions.
• Call handling metrics are a good measure of performance and the three focus areas are:
• Percent of your shift that you are either on a call or available to take a call.
• Length of call. We are here to provide efficient, professional assistance, so a consistent track record of very long or very short calls is generally frowned upon.
• Percent of calls that you transfer. This often indicates that a CSR is unable or unwilling to assist callers.
• Attendance

Minimum requirements

• High School Diploma or equivalent, 2-year post-high school Degree, or bachelor’s degree.
• Typically, two to four years of on-site/in-person multi-channel contact center experience in a similar or related field.
• Proficiency with basic help desk software, computer software and Microsoft Office applications.
• Problem-solving skills to bring inquiries to effective resolution.
• Customer service skills, with an emphasis on written and oral communication, to professionally and efficiently respond to inquiries.
• Medicaid and health insurance experience is strongly preferred.

Other important skills

The ability to provide exceptional customer service is extremely important to both the Midtown Group and our client. If you have the service gene – if helping others is in your DNA – we are happy to have you join us.

Our most effective and successful Customer Service Representatives exhibit the following skills:

• Conduct themselves with professionalism, empathy, patience, courtesy, and tact, at all times.
• Communicate effectively, clearly, and professionally.
• Listen carefully to understand the caller’s situation, to determine the caller’s needs, to read and understand the case history, and to provide the appropriate course of action.
• Effectively collect and handle sensitive data and personal information, as needed.
• Deal well with conflict, as well as complex and emotional situations.
• Be flexible, and able to work independently.

Hours, project duration, etc.

The contact center operating hours are Monday through Friday, from 8:00am to 5:00pm ET. However, schedules will be between the hours of 7:45am to 5:15pm ET, to allow for pre-shift sessions and last-minute contacts/wrap up.

The contact center is closed on Federal holidays. Candidates must be able to work 40 hours per week.

The base period for this contract is one year, through November 2026, with two further annual option periods. So, this contract could run for three years, until November 2028.

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