Customer Service Representative

Intrastaff•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 Plan (JHHP) in Hanover, MD is hiring Customer Service Representatives (CSR) for their Call Center department.

Requirements

High school diploma or equivalent.
Inbound call center experience required, preferably in health insurance.
Strong problem-solving and communication skills.
Proficient in Microsoft Office (Word, Excel, Outlook).
Ability to handle confidential information professionally.
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

Medicare Advantage experience strongly preferred.
EPIC experience a plus; training available.

Responsibilities

Answer inbound calls from Medicare Advantage members, representatives, and providers with empathy and professionalism.
Handle a variety of call types including benefit eligibility, enrollment, and claims status.
Conduct thorough research using available resources to resolve inquiries within CMS guidelines and internal policies.
Demonstrate strong listening skills and patience to understand and address member needs.
Work independently while collaborating with team members to ensure first-call resolution and a positive member experience.
Navigate multiple systems to resolve complex issues and advocate for members.
Exhibit a passion for delivering exceptional customer service that positively impacts STAR ratings.
Make outbound calls as needed for surveys and to resolve outstanding issues.
Communicate clearly and concisely, both verbally and in writing.
Adapt to changes and demonstrate flexibility in a dynamic environment.