Customer Care Representatives (Call Center)

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 System in Baltimore, MD is hiring Customer Care Representatives for the Call Center.

Schedule:

• Monday- Friday
• 9am - 5pm
• Contract Assignment: 3 months, August-October

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: $22 per hour

Responsibilities

The Johns Hopkins Customer Care Representative (CCR) position is a member experience position - assist with customer outreach calls to encourage customers to schedule their annual visits.

• Actively works to listen and comprehend what the member is calling about and is responsible for providing accurate information, resolve problems while comprehensively documenting the inquiries details.
• Requires a helpful, caring and empathetic attitude while communicating effectively both verbally and in writing.
• Requires complex problem solving skills, a consistent professional demeanor requiring reliable and timely attendance. 
• Work experience includes call center/healthcare service delivery experience with 2 years or equivalent experience in customer
• Accurate and efficient typing skills; professional written and verbal skills
• Possesses Excellent Soft Skills with a caring and empathetic attitude, including members to repeat information, speak louder when necessary or more slowly, using alternative questions or explanations, when the initial request/ statement is hard for the senior to understand or complete
• Good attendance and punctuality habits
• Ability to work in a highly regulated, structured environment while adhering to Customer Service process, policies and procedures
• Personable, friendly tone, using empathy when necessary
• Good listening skills
• Ability to work independently with little or no Supervision
• Analytical and problem solving skills; actively seeks solutions to problems with a focus on a superior member experience
• Ability to navigate multiple systems while resolving complex issues as advocates for our members
• Willingness to adapt to change/demonstrate flexibility

Qualifications

• High school diploma or equivalent.
• Able to place outbound calls professionally and compassionately with the objective of supporting the member in appointment scheduling
• Able to answer inbound calls professionally and compassionately
• Able to prioritize providing a positive member experience versus transactional call handling
• CCR’s must be able to focus on member needs by demonstrating strong listening and patience, and Senior sensitivity skills
• Must be able to 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
• Must possess the ability to 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.
• 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 / Affirmative Action employer. 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.