Customer Care Representatives (Call Center)

Intrastaff • Hanover, MD

1d • Remote

About The Position

Johns Hopkins Intrastaff is the internal staffing agency for the Johns Hopkins Health System and partner hospitals, providing temporary support to a variety of the Johns Hopkins locations. Our employees are the strength of our service. Intrastaff is unique because it's one of the very few agencies where a person has the benefit of being a temporary employee and also feels like a member of a large organization. Working at Hopkins means joining a culturally diverse team that includes some of the best nurses, physicians and allied health professionals in the world. Directly or indirectly, you'll have exposure to cutting-edge technology and groundbreaking medical research. Johns Hopkins Health System in Baltimore, MD is hiring Customer Care Representatives for the Call Center.

Requirements

• High school diploma or equivalent.
• Able to place outbound calls professionally and compassionately with the objective of supporting the member in appointment scheduling.
• Able to answer inbound calls professionally and compassionately.
• Accurate and efficient typing skills.
• Professional written and verbal skills.
• Possesses Excellent Soft Skills with a caring and empathetic attitude, including members to repeat information, speak louder when necessary or more slowly, using alternative questions or explanations, when the initial request/ statement is hard for the senior to understand or complete.
• Good attendance and punctuality habits.
• Ability to work in a highly regulated, structured environment.
• Personable, friendly tone, using empathy when necessary.
• Good listening skills.
• Ability to work independently with little or no Supervision.
• Analytical and problem solving skills; actively seeks solutions to problems with a focus on a superior member experience.
• Ability to navigate multiple systems while resolving complex issues as advocates for our members.
• Willingness to adapt to change/demonstrate flexibility.
• Applicants must hold their permanent residence in one of the following locations to be considered for this position: Maryland, Delaware, Pennsylvania, Virginia, Washington D.C., or Florida.

Nice To Haves

• Call center/healthcare service delivery experience with 2 years or equivalent experience in customer service.

Responsibilities

• Assist with customer outreach calls to encourage customers to schedule their annual visits.
• Actively listen and comprehend what the member is calling about.
• Provide accurate information.
• Resolve problems while comprehensively documenting the inquiries details.
• Communicate effectively both verbally and in writing.
• Adhere to Customer Service process, policies and procedures.
• Complete research utilizing all available resources to ensure accurate and exceptional customer service is being delivered within CMS guidelines while adhering to departmental internal policies and procedures.
• Collaborate with team members to promote a remarkable member experience while achieving first call resolution with our members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED