Customer Care Team Lead - Remote & Mentorship

Johns Hopkins Medicine; Northern (KY); Hybrid; USD 29,000 - 47,000; Full time

Benefits offered by this job

Telework options

Job summary

Johns Hopkins Medicine is seeking a Customer Care Representative - Team Lead to handle member inquiries via telephone, provide accurate information and document every interaction. You will coordinate with multiple departments to resolve issues and maintain a high-quality member experience.

The role requires 4+ years in customer service, 2+ years in healthcare call centers, and prior experience as a team lead or SME.

Qualifications

• 4+ years of customer service experience
• Minimum of two (2) years working in a call center role within healthcare
• Healthcare and claims experience required
• Experience acting as a Team Lead, training support or SME (Subject Matter Expert)

Responsibilities

• Answer telephonic inquiries from Johns Hopkins Advantage MD members and provide accurate information.
• Document inquiries thoroughly and coordinate with other departments as required.
• Demonstrate empathy, professional demeanor and effective written communication.
• May supervise day-to-day call center operations; mentor staff and assist in interviews.

Skills

Customer service experience

Call center experience

Healthcare experience

Team Lead / SME

Education

High school diploma or equivalent

Some College preferred

Job description

Johns Hopkins Medicine is seeking a Customer Care Representative - Team Lead to handle member inquiries via telephone, provide accurate information and document every interaction. You will coordinate with multiple departments to resolve issues and maintain a high-quality member experience.

The role requires 4+ years in customer service, 2+ years in healthcare call centers, and prior experience as a team lead or SME.