Health Benefits Officer II (Health Insurance Call Center Customer Service Representative - Foreign Service Benefit Plan)

American Foreign Service Protective Association-posted 2 days ago
$44,000 - $50,000/Yr
Full-time • Mid Level
Hybrid • Washington, DC
51-100 employees
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The American Foreign Service Protective Association (AFSPA) is seeking detail-oriented, service-driven professionals to support members navigating Foreign Service Benefit Plan (FSBP) health benefits, claims, medical/pharmacy coverage, and eligibility issues. This essential role supporting a mission-driven membership organization is ideal for individuals who excel in structured, policy-driven environments, enjoy problem-solving, and take pride in delivering accurate, high-quality, and compassionate service. This position is not a sales or advisory role. It requires strict adherence to documented health plan benefits, regulatory requirements, and internal procedures.

  • Answer high-volume inbound calls in a call center environment.
  • Assist members with health benefits, claims, eligibility, and coverage inquiries via phone, email, and written correspondence.
  • Troubleshoot issues, de-escalate member concerns, and resolve inquiries in alignment with regulatory and plan guidelines.
  • Review claims for accuracy and completeness, and document all member interactions in Customer Relationship Management (CRM) systems in real-time.
  • Collaborate with plan administrators and escalate issues to supervisors as needed.
  • Ensure compliance with healthcare regulations, policies, and procedures.
  • High school diploma or equivalent required
  • 3+ years of customer service experience required (in a call center, benefits or healthcare environment preferred)
  • Experience with health insurance, medical claims, or benefits administration is a plus.
  • You are highly organized, detail-oriented, with excellent problem-solving abilities, and comfortable working with and following documented policies and procedures.
  • You can remain professional and calm under pressure.
  • You can manage high-volume inbound calls while maintaining professionalism and empathy.
  • You are comfortable learning multiple systems and passing structured training assessments.
  • Comprehensive medical, dental, and vision coverage
  • Retirement plan (401k)
  • Paid time off
  • Paid holidays
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