What are the responsibilities and job description for the Customer Care Representative position at Johns Hopkins Medicine?
Who you are:
You are patient. You have excellent listening skills. You are passionate about providing exceptional customer service and you understand the importance of your role as a Customer Care Representative and the impact it has on our Medicare Advantage members. You are flexible and can adapt to change to ensure our members receive the best experience.
This is a full-time, benefitted position. After successful completion of your probationary period, you are eligible to earn up to $400 in monthly bonus potential!
The shifts are 8.5 hours and vary between 8:00 AM – 8:00 PM. Weekend work is required during enrollment season (October through March).
Remote role, but may need to go in office for occassional training, etc. Hanover, MD location.
What you’ll do:
- You will answer Medicare Advantage (MA) inbound calls compassionately from MA members or MA member representatives
- Call types may vary and can include any of the following:
- DME, Pharmacy, Case Management, and Prior Authorizations
- Benefit eligibility, Enrollment, or Claim status
- Call types may vary and can include any of the following:
- You will 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
- You will 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
- Occasionally, you will make Outbound calls for surveys and resolution of outstanding issues to support Johns Hopkins Advantage MD program
What you’ll bring:
- 2 years’ call center/customer service experience
- Ideally, it will be health care experience
- Thorough knowledge and understanding of managed care and medical terminology (in addition to CPT codes). Don’t worry, we will train you!
- Excellent communication skills
- Clear and concise verbal and written skills
- We’ll need you to be proficient with a PC and Microsoft Office products
- Excel, Word, and Outlook
- High school diploma or GED
Who we are:
Johns Hopkins Health Plans (JHHP) is the managed care and health services business of Johns Hopkins Medicine. JHHP is a $3B business serving over 500,000 active members with lines of business in Medicaid, Medicare, commercial, military health, health solutions, and venture investments. JHHP is a leader in provider-sponsored health plans and is poised for future growth.
Many organizations talk about transforming the future of healthcare, at Johns Hopkins Health Plans, we are setting the pace for change within the healthcare industry. We develop innovative, analytics-driven health programs in collaboration with provider partners to drive improved quality and better health outcomes for our members and the communities we serve.
Johns Hopkins Health System and its affiliates are drug-free workplace employers.
