Call Center Customer Service Rep
**Call Center Customer Service Rep** Apply Johns Hopkins Hospital/Johns Hopkins Health System, Baltimore, MD Requisition # **149905** Day Shift Full Time (40 hours) Weekend Work Not Required Johns Hopkins Health System employs more than 20,000 people annually. When joining the Johns Hopkins Health System, you became part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. Great careers continually advance here. **POSITION SUMMARY:** Receive inbound contacts (calls, emails, faxes, etc.) from patients and physicians requesting services within JHMI. Coordinate complex appointment scheduling linking consults and ancillary services required for assigned specialty services within the department, maintaining patient demographic and insurance pre-registration information in appropriate department scheduling system(s) (Meditech, IDX, OCIS, MOSAIQ or EPIC). Provide patients with information on physicians, directions to locations and educational materials. Answer patients or physicians questions. Interviews callers to obtain full understanding of what information is being requested. Provide high quality customer service on every call. Promote teamwork and call center success. Responsible for satisfying the customer and maintaining the image of JHM. **Education:** High school diploma or GED required. Minimum of two years of college preferred. **Knowledge:** Requires a working knowledge of sub specialties in the department. Requires a working knowledge of medical and insurance terminology. Requires a working knowledge of hospital and provider referral protocols. Requires a working knowledge of medical insurance plans, billing, regulations, especially managed care plans. Requires working knowledge of effective interpersonal communication and service excellence. Requires working knowledge of PC Word processing, PC spreadsheets and applications. Certification on host systems EPIC, Meditech, OCIS, MOSAIC and IDX as appropriate within introductory period. Requires proficiency on multi-line phone or ACD or similar system, copier, fax machine, calculator, information applications (scheduling, registration, referral management, etc.) and any other technology applications required for the position (electronic insurance verification, email, etc.) Must meet call performance, schedule adherence, data accuracy and quality standards. May require knowledge of referral tracking and handling of medical records. **Skills:** Ability to type 35 wpm preferred. Require excellent verbal and written communication, professional telephone manner, interviewing and interpersonal skills to interact with patients, families, members of the health care team and external agencies. Requires ability to work with diverse people and deal effectively with angry and/or upset customers. **Work Experience:** Requires a minimum of two years related of experience in medical office, hospital, medical call center or similar customer service environment including a comparable level of administrative experience in the military. 40 hours per week Day Shift 8:00a4:30p Employee Work High school diploma or GED required. Minimum of two years of college preferred. Requires a minimum of two years related of experience in medical office, hospital, medical call center or similar customer service environment including a comparable level of administrative experience in the military. The Johns Hopkins Hospital is a smoke free campus. Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. 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.