Customer Care Representatives (Call Center)

Johns Hopkins Medical Management Corporation•Hanover, MD

2d•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.
2 years or equivalent experience in customer service, call center/healthcare service delivery experience.
Accurate and efficient typing skills.
Professional written and verbal skills.
Excellent Soft Skills with a caring and empathetic attitude.
Good attendance and punctuality habits.
Ability to work in a highly regulated, structured environment while adhering to Customer Service process, policies and procedures.
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.

Responsibilities

Assist with customer outreach calls to encourage customers to schedule their annual visits.
Actively listen and comprehend what the member is calling about and provide accurate information.
Resolve problems while comprehensively documenting the inquiries details.
Communicate effectively both verbally and in writing.
Demonstrate a helpful, caring and empathetic attitude.
Utilize complex problem solving skills and maintain a consistent professional demeanor.
Ensure reliable and timely attendance.
Accurate and efficient typing skills.
Professional written and verbal skills.
Possess 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.
Maintain good attendance and punctuality habits.
Work in a highly regulated, structured environment while adhering to Customer Service process, policies and procedures.
Use a personable, friendly tone, using empathy when necessary.
Demonstrate good listening skills.
Work independently with little or no supervision.
Utilize analytical and problem solving skills; actively seek solutions to problems with a focus on a superior member experience.
Navigate multiple systems while resolving complex issues as advocates for our members.
Adapt to change/demonstrate flexibility.
Place outbound calls professionally and compassionately with the objective of supporting the member in appointment scheduling.
Answer inbound calls professionally and compassionately.
Prioritize providing a positive member experience versus transactional call handling.
Focus on member needs by demonstrating strong listening and patience, and Senior sensitivity skills.
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.
Work independently, honor commitments to our members, and collaborate with team members to promote a remarkable member experience while achieving first call resolution with our members.