Customer Service Representative

Customer Service Representative (CSR)

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.
• 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 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.