Benefits Customer Service Representative (Call Center)

Johns Hopkins Medicine; United States; A distancia; USD 25.000 - 35.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Equipment provided

Descripción de la vacante

Johns Hopkins Health Plan is seeking a remote Customer Service Representative to support members, providers, and internal staff. The role involves handling inbound calls, resolving eligibility, enrollment, and claims inquiries with accuracy, empathy, and professionalism.

The CSR will navigate multiple systems, document interactions, and strive for first-call resolution while maintaining high service standards. Prior experience in health insurance and Medicare Advantage is preferred.

Formación

• High school diploma or equivalent.
• Inbound call center experience preferred, ideally in health insurance.
• Medicare Advantage experience preferred.
• Strong problem-solving and communication skills.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• EPIC experience a plus; training available.
• Residence in MD, DE, PA, VA, DC, or FL.

Responsabilidades

• Answer inbound calls from Medicare Advantage members, providers, and internal stakeholders with empathy and professionalism.
• Handle inquiries on benefit eligibility, enrollment, and claims status.
• Research using available resources to resolve inquiries within CMS guidelines and internal policies.
• Demonstrate strong listening skills and address member needs.
• Work independently while collaborating with team for first-call resolution.
• Navigate multiple systems to resolve complex issues for members.
• Contribute to positive member experience and STAR ratings.
• Make outbound calls for surveys and to resolve issues.
• Communicate clearly in writing and speech.
• Adapt to changes in a dynamic environment.

Conocimientos

Problem-solving

Communication

Inbound call center experience

Medicare Advantage experience

In-depth listening

Educación

High school diploma or equivalent

Herramientas

Microsoft Office

EPIC

Descripción del empleo

Overview

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.

Schedule

• 5 days per week, 8 hour shifts per day
• Monday- Friday with rotating weekends
• Call Center Hours of operation: 8am-8pm

Location

• 100% Remote position
• Equipment will be provided
• Employee will need to have efficiently working wi-fi
• wi-fi will need to pass minimum speed test during interview process
• 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

Pay Rate

$21.87 per hour

Responsibilities

The Customer Service Representative (CSR) is a professional role responsible for responding to inquiries from Johns Hopkins Health Plans members, providers, and internal stakeholders. The CSR listens actively, provides accurate information, resolves issues, and documents interactions in JHHP's systems.

• 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.
• Navigates 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.

Qualifications

• High school diploma or equivalent.
• Inbound call center experience highly preferred, preferably in health insurance.
• Medicare Advantage experience strongly preferred.
• Strong problem-solving and communication skills.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Ability to handle confidential information professionally.
• EPIC experience a plus; training available.
• 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

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Aff… All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.