Customer Care Representative I

2 weeks ago

Hanover, United States Johns Hopkins Health System Full time
Johns Hopkins Health Plans is a leader in provider-sponsored health plans. If you are interested in improving how healthcare is delivered, and have a passion to be at the forefront of change, JHHP is the place to call home. YOU belong here.

What awaits you:

  • Work-life balance - This is a remote role
  • Medical, Dental, and Vision Insurance.
  • 403B Savings Plan w/employer contribution.
  • Paid Time off & Paid holidays.
  • Employee and Dependent Tuition assistance benefits.
  • Health and wellness programs and MORE

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
  • 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
  • This role also requires participating in outbound call campaigns to make members aware of changes to their plan for the new year, to complete health surveys/questionnaires, to attempt to connect them with their providers to make appointments, and to notify them of changes in the network or plan.

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.

Salary Range: Minimum 19.00 per hour - Maximum 27.84 per hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

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.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.Learn More

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