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Johns Hopkins Medicine Call Center Customer Service Rep in Baltimore, Maryland

Call Center Customer Service Rep

Johns Hopkins Hospital/Johns Hopkins Health System,
Baltimore, MD
Requisition # 158274
Day Shift
Full Time (40 hours)
Weekend Work Not Required

Johns Hopkins Health System employs more than 20,000 people annually. Upon joining Johns Hopkins Health System, you become 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. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you to join those who are leaders and innovators in the healthcare field.

As a Patient Access Specialist II, you receive inbound contacts (via phone calls, emails, faxes, etc.) from internal and external customers 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). Provide patients with information on physicians, directions to locations and education materials. Answer patients or physicians questions pertaining to scheduling and availability. Interview caller 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,

How is this achieved?

Ask probing questions to obtain a full understanding of what is being requested. Be polite, courteous, demonstrate patience and active listening. Express empathy when the situation is appropriate. Treat every caller with the same degree of respect and dignity that you would expect to receive if you were the caller. Work towards first-call resolution with every encounter.

You are a member of a team of individuals who are equally passionate about delivering great service to our customer base to drive the success of the department for which you are scheduling, as well as the greater efforts of Johns Hopkins Patient Access. If you have a big heart and find pure enjoyment in problem solving and helping others, then this could be the opportunity for you!

Day Shift

40 hours per week


High school diploma or GED required. Minimum two years of medical office or call center experience.

Ability to type 35 wpm preferred. Required 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.

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.