Note: The job is a remote job and is open to candidates in USA. Johns Hopkins Health Plan is hiring a Customer Service Representative for its Call Center department. The role responds to member, provider, and internal stakeholder inquiries, researches and resolves benefit, enrollment, and claims issues, documents interactions, and delivers exceptional service while following CMS guidelines and internal policies.
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
- * 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
- * High school diploma or equivalent
- * Strong problem-solving and communication skills
- * Proficient in Microsoft Office (Word, Excel, Outlook)
- * Ability to handle confidential information professionally
- * Inbound call center experience highly preferred, preferably in health insurance
- * Medicare Advantage experience strongly preferred
- EPIC experience a plus; training available
Benefits
- 100% Remote position
- Equipment will be provided
- Training available
Company Overview