Call Center Representative

Job Title: Call Centre Representative Job Description This role focuses on providing high-quality support to patients, healthcare providers, insurance companies, and third-party partners within a busy call centre environment. You handle predominantly outbound, back-to-back calls, resolving coverage and prescription-related queries while delivering professional, compassionate, and efficient customer service. You play a key role in navigating insurance processes, supporting authorisations, and helping patients access financial assistance programmes. Responsibilities Serve as the primary point of contact for patients, healthcare providers, insurance companies, and third-party partners via phone and email.Manage high volumes of outbound calls, often back to back, while also handling inbound calls related to coverage, benefits, and prescription enquiries.Conduct detailed insurance benefit investigations and verify both medical and pharmacy coverage.Support prior authorisation requests, appeals, and medical exception processes to facilitate timely access to medications and services.Assist patients with enrolment in manufacturer-sponsored financial assistance programmes and other available support resources.Research and resolve insurance claim rejections, coverage issues, and related queries, ensuring clear communication of outcomes to patients and partners.Submit, track, and follow up on authorisation requests, proactively driving them to timely approval and resolution.Maintain accurate, thorough documentation of all interactions and actions taken, in line with company procedures and regulatory requirements.Use multiple systems and tools, including Microsoft Office, Microsoft Teams, Scriptly, email, and call centre platforms, to manage work efficiently.Deliver a high standard of customer service, providing white glove treatment and demonstrating empathy while maintaining professional boundaries.Apply active listening skills to understand patient and partner needs, ask clarifying questions, and provide clear, concise information.Multi-task effectively by navigating systems, entering data, and managing calls simultaneously in a fast-paced environment.Adapt quickly to shifting priorities, different call types, and changes in processes or schedules.Respond positively to feedback, using it to improve performance and contribute to overall team quality scores.Meet and maintain key performance indicators, including adherence, attendance, and quality standards.Collaborate with internal partners and colleagues, using strong communication skills to ensure smooth handovers and consistent service.Follow established scripts and guidelines where appropriate, while tailoring communication to individual patient needs.Uphold all company policies and compliance requirements in every interaction, protecting patient information and maintaining professional conduct. Essential Skills Proven experience in a call centre or customer service role, handling phone-based enquiries.High school diploma or equivalent qualification.Strong verbal and written communication skills, suitable for interacting with patients, providers, insurance representatives, and internal partners.Excellent customer service skills, with the ability to provide professional and compassionate support.Ability to manage multiple tasks at once and remain effective in a fast-paced, high-volume environment.Confidence in speaking with a wide range of stakeholders, including patients, healthcare professionals, and insurance contacts.Solid computer literacy, including the ability to navigate multiple systems and applications during calls.Accurate data entry skills and attention to detail when documenting interactions and processing information.Ability to work full-time, 40 hours per week, onsite within the specified shift patterns.Strong active listening skills and the ability to respond appropriately to complex or sensitive situations.Capacity to multi-task, shift focus quickly, and handle back-to-back calls without compromising quality.Openness to feedback and willingness to adjust behaviours and approaches to improve performance.Adaptability to changing schedules, processes, and priorities within the call centre environment. Additional Skills & Qualifications Experience in healthcare, pharmacy, insurance, or a related call centre environment is beneficial but not essential.Familiarity with outbound calling and managing predominantly outbound call workloads.Working knowledge of Microsoft Office applications, including Word, Excel, and Outlook.Experience using Microsoft Teams for communication and collaboration.Exposure to Scriptly or similar call scripting and workflow tools.Comfort with using email for professional communication and documentation.Proactive, self-starting approach, taking initiative to resolve issues and follow up on outstanding tasks.Ability to deliver a white glove level of service, focusing on high-quality, personalised support.Demonstrated empathy and the ability to connect with patients and partners while maintaining resilience and not taking interactions personally.Strong adaptability, with the ability to shift gears between different tasks, call types, and priorities.Professional demeanour and excellent interpersonal skills when working with internal teams and external partners. Why Work Here? You join a professional environment that offers a structured pathway from contract to permanent employment, giving you the opportunity to build a long-term career. You benefit from a comprehensive compensation and benefits package and gain exposure to a wide range of functions, opening doors to future roles across the organisation. The culture emphasises development, feedback, and internal mobility, supporting you to grow your skills while maintaining a stable, full-time schedule. Work Environment This role is based onsite in a professional office setting in Pittsburgh, PA. You work in your own dedicated cubicle, providing a focused space to handle calls and manage documentation. The position is full-time at 40 hours per week, Monday to Friday, with various shifts between 8:00 AM and 8:00 PM. You have a 30-minute unpaid lunch break and two 15-minute breaks each day. Multiple fixed shift patterns are available, including standard five-day schedules and four-day, ten-hour options, allowing you to indicate preferred bids that align with your lifestyle. Initial training runs from 8:30 AM to 5:00 PM for the first few weeks, after which you transition to your assigned production schedule. You work with standard office technology, including computers, headsets, Microsoft Office, Microsoft Teams, Scriptly, and email, in a structured, metrics-driven call centre environment. Job Type & Location This is a Contract to Hire position based out of Pittsburgh, PA. Pay And Benefits The pay range for this position is $15.61 - $15.61/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & Location This is a Contract to Hire position based out of Pittsburgh, PA. Application Deadline This position is anticipated to close on Oct 31, 2026. Workplace Type This is a fully onsite position in Pittsburgh,PA. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.