MPF Federal is hiring a Remote Customer Service Representative

MPF Federal is hiring a Remote Customer Service Representative to deliver excellent care and support to Veterans and Providers. In this structured production environment, you will be the first point of contact, resolving inquiries while maintaining strict confidentiality.

What You'll Do

• Provide excellent Customer Care to Veterans and Providers.
• Answer incoming phone calls and identify the type of assistance needed.
• Perform Veteran and Provider outreach as required.
• Ask probing questions and listen actively to document information in computer systems.
• Assist customers in navigating websites and encourage self-service.
• Respond to In-Network providers to verify Veteran benefits.
• Ensure patient confidentiality with all health information and records.
• Research complex issues across multiple databases.
• Communicate all issues to your leader.
• Respond to or refer calls in a prompt, pleasant, and professional manner.
• Remain in the call queue unless permission to leave is approved.
• Process requests in a timely fashion.
• Work effectively in a structured, production environment.
• Adhere to daily schedules and assignments.
• Identify and suggest improvements to policies and processes.
• Contribute to ongoing quality improvement for interactions.
• Maintain strict member and company confidentiality.
• Perform other related duties as assigned.

What We're Looking For

• High School Diploma / GED (or higher).
• Ability/Flexibility to work any 8-hour schedule during 6am-7pm CST, Monday – Friday.
• 2+ years of experience in a medical or health insurance environment (e.g., claims, customer service, provider office, scheduling).
• Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.).
• Proficient in the Microsoft Office suite.
• A dedicated, distraction-free home workspace with a door.
• Ability to multi-task effectively.
• Metric-focused with the ability to consistently meet productivity standards.
• Typing speed of 35 WPM or higher.
• Excellent verbal and written communication skills, including strong telephone etiquette.
• Engaging and outgoing personality.
• Strong customer service skills.
• Solid organizational skills, flexibility, time management, and attention to detail.
• Experience in a related environment using phones and computers as primary tools.
• Computer proficiency: able to maneuver between multiple windows and applications, create/edit documents in Word, Excel, Outlook.
• High-Speed Internet with a direct modem connection and a professional background for work.

Nice to Have

• Past customer call center experience.
• Past experience working in a metric production-based environment.

Technical Stack

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

Benefits & Compensation

• Medical benefits
• PTO
• Holiday pay
• Compensation: Starting at $15.00 per hour. Final rate depends on a variety of factors and SCA determination.

Work Mode

This is a fully remote position.

MPF Federal is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.