Remote Customer Service Representative – Maryland‑Resident Only – Healthcare Enrollment Support for careerzynith

About careerzynith and the Opportunity

At careerzynith, we are dedicated to simplifying health coverage for millions of residents across Maryland. Our mission‑driven Customer Support Center (CSC) serves as the front line for individuals, families, small‑group employees, and insurance brokers who need clear, compassionate assistance with Medicaid eligibility, Qualified Health Plan enrollment, and a range of other health‑related services. As a remote member of our CSC team, you will play a pivotal role in ensuring that every Maryland consumer receives accurate information, timely support, and a seamless experience when navigating the complex world of health insurance.

We are looking for enthusiastic, detail‑oriented professionals who live in Maryland, possess a reliable home office setup, and have a proven track record in call‑center environments. If you thrive in a fast‑paced, technology‑enabled setting and are passionate about helping others, this position offers a rewarding career path with competitive compensation, comprehensive benefits, and ample opportunities for growth.

Key Responsibilities

Primary Duties

• Provide inbound and outbound assistance to Maryland residents seeking information about Medicaid eligibility, enrollment, and Qualified Health Plans (QHPs) on the state exchange.
• Navigate careerzynith’s eligibility and enrollment portal, as well as the integrated Customer Relationship Management (CRM) system, to accurately process applications, verify documentation, and update case records.
• Deliver clear, empathetic explanations of complex health‑insurance concepts, ensuring callers understand their options and next steps.
• Maintain a high level of professionalism while handling sensitive personal and health information in compliance with state and federal privacy regulations.
• Document all interactions in the CRM with precision, capturing key details that support future follow‑up and reporting requirements.
• Identify and resolve common technical issues related to the online enrollment portal, guiding callers through troubleshooting steps when needed.
• Escalate unresolved or high‑complexity cases to senior specialists or supervisors in accordance with careerzynith’s escalation protocols.
• Participate actively in daily team huddles, training sessions, and performance reviews to continuously improve service quality.

Additional Responsibilities

• Assist brokers and small‑group employers with enrollment queries, ensuring they receive accurate guidance on plan selection and eligibility criteria.
• Support quality‑control initiatives by participating in mock calls, peer reviews, and real‑time monitoring to uphold careerzynith’s service standards.
• Contribute to the development of knowledge‑base articles, FAQs, and script enhancements based on emerging trends and caller feedback.
• Maintain a consistent 8‑hour day shift schedule (9:00 am – 5:30 pm EST, Monday‑Friday) while adhering to the required attendance for training, nesting, and real‑job preview events.

Essential Qualifications

• Residency Requirement: Must be a legal resident of the state of Maryland.
• Technical Setup: Own a personal computer with at least an Intel i5 processor (or equivalent) and a high‑speed broadband internet connection capable of supporting voice‑over‑IP (VoIP) and CRM applications.
• Call‑Center Experience: Minimum of 12 months of professional experience in a call‑center or customer‑service environment, preferably within health‑care, insurance, or government services.
• Communication Skills: Excellent verbal and written communication abilities, with a clear, friendly, and patient speaking voice.
• Regulatory Knowledge: Familiarity with Medicaid, Medicare, and Qualified Health Plan enrollment processes is highly desirable.
• Assessment Success: Ability to pass a State Policy Exam with a score of 80 % or higher.
• Availability: Must be able to attend a QC interview with the client during the week of September 16‑20 and participate in a Real Job Preview on September 27.

Preferred Qualifications & Additional Skills

• Experience using CRM platforms (e.g., Salesforce, Zendesk) and state‑run enrollment portals.
• Proficiency with Microsoft Office Suite, especially Excel for data entry and reporting.
• Demonstrated ability to meet or exceed performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• Strong problem‑solving aptitude and the capacity to think quickly under pressure.
• Ability to work independently while maintaining strong collaboration with remote teammates.
• Previous experience in a remote work setting, with a disciplined home‑office routine.

Compensation, Benefits, and Perks

• Hourly Rate: $16.63 per hour, with eligibility for performance‑based incentives.
• Full‑Time Schedule: Minimum of 40 hours per week, structured as an 8‑hour day shift.
• Retirement Savings: 401(k) plan with employer matching contributions.
• Health Coverage: Comprehensive medical, dental, and vision insurance options.
• Work‑From‑Home Flexibility: 100 % remote work arrangement, allowing you to balance professional responsibilities with personal commitments.
• Paid Time Off: Generous vacation, sick leave, and holiday schedules.
• Professional Development: Access to ongoing training, certifications, and tuition reimbursement for relevant coursework.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal and professional challenges.

Training & Onboarding Timeline

All new hires will undergo a structured training program designed to equip you with the knowledge and tools needed to succeed at careerzynith.

• Training Start Date: October 2, 2024.
• Phase 1 (Days 1‑7): 9:00 am – 5:30 pm EST, Monday‑Friday – Introduction to careerzynith’s mission, policies, and core systems.
• Phase 2 (Days 8‑15): Same schedule – Deep dive into eligibility criteria, enrollment workflows, and CRM navigation.
• Nesting Period (Weeks 1‑4 after Phase 2): Continued 9:00 am – 5:30 pm EST schedule – Real‑time call handling under supervision, performance coaching, and quality assurance reviews.

Career Growth and Development at careerzynith

careerzynith is committed to fostering a culture of continuous learning and internal mobility. As you master the fundamentals of health‑insurance support, you will have clear pathways to advance into senior specialist, team lead, or operations management roles. Our internal talent development program includes:

• Mentorship pairings with seasoned professionals.
• Quarterly skill‑building workshops on topics such as advanced CRM analytics, regulatory updates, and customer experience design.
• Opportunities to cross‑train in related departments, including policy analysis, outreach, and technology implementation.
• Eligibility for leadership development tracks that prepare high‑performing agents for supervisory and managerial positions.

Work Environment & Culture

Even though you will be working from home, careerzynith ensures you feel connected to a supportive, mission‑driven community. Our remote workforce enjoys:

• Regular virtual team‑building events, coffee chats, and recognition ceremonies.
• A collaborative digital workspace that encourages knowledge sharing and peer support.
• Transparent communication from senior leadership about organizational goals, performance metrics, and upcoming initiatives.
• A focus on work‑life balance, with flexible scheduling options after the initial training period, subject to business needs.

Application Process

Ready to join careerzynith and make a meaningful impact on Maryland’s health‑care landscape? Follow these steps to apply:

1. Prepare a current résumé highlighting your call‑center experience, technical setup, and any relevant health‑insurance knowledge.
2. Ensure you have a functional computer meeting the i5 (or higher) specification and a reliable high‑speed internet connection.
3. Submit your application through the link below. You will be prompted to provide your residency verification and equipment details.
4. After submission, a recruiter will contact you to schedule the mandatory QC interview (week of Sept 16‑20) and confirm attendance for the Real Job Preview on Sept 27.
5. Successfully pass the State Policy Exam (minimum 80 % score) to secure your placement.

We value diversity and encourage candidates of all backgrounds to apply. careerzynith is an equal‑opportunity employer and is committed to creating an inclusive environment for all employees.

Take the Next Step

If you are a Maryland resident with a passion for helping others, a reliable home office, and the drive to excel in a dynamic, remote call‑center environment, we want to hear from you. Join careerzynith today and become part of a team that is transforming health‑insurance access for millions of Maryland families.

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