Customer Service Representative

Johns Hopkins Medicine; United States; Remote; USD 38,667 - 52,264; Full time

Benefits offered by this job

Equipment provided

Remote work

Job summary

Johns Hopkins Medicine is hiring a Customer Service Representative for the Call Center in a 100% remote role. The position pays $21.87 per hour and requires permanent residency in Maryland, Delaware, Pennsylvania, Virginia, Washington D.C., or Florida.

Shifts are 5 days a week, with 8-hour days and rotating weekends. Responsibilities include handling inbound calls about Medicare Advantage benefits, enrollment, and claims status, while maintaining CMS guidelines and internal policies.

Qualifications

• Inbound call center experience required, preferably in health insurance.
• Medicare Advantage experience 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.

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.

Skills

Problem-solving

Communication skills

Empathy

Education

High school diploma

Tools

Microsoft Office

EPIC

Job description

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

• 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.

Qualifications

• High school diploma or equivalent.
• Inbound call center experience required, 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 HopkinsHealth Systemand its affiliatesare 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.