Project Enhancement Corporation · 1 week ago
Customer Service Specialist (Washington, DC)
First, WV
Contract
Onsite
Entry Level
$49K/yr - $54K/yr
1+ years expProject Enhancement Corporation (PEC) focuses on providing project management and specialized technical services in various areas including emergency operations and nuclear safety. They are seeking a Customer Service Specialist who will provide front-line support for the U.S. Department of Labor’s No Surprises Act Provider Compliant Processing program, managing inquiries and complaints with professionalism and accuracy.
ConsultingHealth CareInformation Technology
No H1B
U.S. Citizen Only
Responsibilities
Serve as the first point of contact by handling inquiries and complaints via phone, email, and other approved channels with professionalism and empathy
Assess complaints for validity and jurisdiction; resolve straightforward issues and escalate complex matters per Standard Operating Procedures (SOP)
Maintain working knowledge of the NSA, complaint workflows, and Employee Benefits Security Administration (EBSA) standard operating procedures to provide accurate and compliant responses
Record all interactions, case details, and resolutions in the Technical Assistance Inquiry System (TAIS) with accuracy
Capture and relay recurring issues and customer feedback to drive service improvements
Follow all federal, privacy, and agency regulations to ensure sensitive information is safeguarded, including compliance with the Health Insurance Portability and Accountability Act (HIPAA), the protection of Personal Health Information (PHI), and the safeguarding of Personally Identifiable Information (PII)
Review 100-150 new complaints per workday while balancing communications, documentation, and reporting
Obtain missing information (e.g., coverage type, plan sponsor, claim/service details) to move cases forward
Qualification
Required
High school diploma or equivalent
1–2 years in customer service, call center, data entry, or similar high-volume, customer-facing environment
Proficiency with data entry/CRM or case management tools; ability to learn TAIS quickly
Professional written and verbal skills for interactions with complainants, providers, and health plans
Accuracy in documentation; ability to determine jurisdiction and follow SOPs
U.S. citizenship
Employment is contingent upon successful completion of background investigations and ongoing drug screening
Preferred
Prior experience working with federal government contracts or in a regulated environment
Background in health insurance, employee benefits, or healthcare provider relations
Experience handling protected health information (PHI/PII) under HIPAA or other federal privacy requirements
Familiarity with the No Surprises Act (NSA), health insurance regulations, or Department of Labor processes
Company
Project Enhancement Corporation
Project Enhancement Corporation is an environmental services company offering project management and health assessment services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ricardo (Rick) Martinez
President/CEO
Michael Golburgh, Esquire
Chief Legal Officer & General Counsel
Company data provided by crunchbase