SERVICE REP I (Call Center)

POSITION SUMMARY: Responsible for answering and directing all incoming calls received at the main hospital switchboard. When assigned to the Triage program, responsible for administrative assistance in maintaining program references and resource materials in order to meet the needs of the program. This position works to support the culture and mission of JHACH in providing the highest quality of service excellence, professionalism and phone skills needed for optimal patient and physician satisfaction.

KEY ACCOUNTABILITIES: 1. Answers and directs hospital switchboard calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers’ needs. 2. Supports management and nursing staff of department’s Triage program performing clerical duties as needed to maintain program integrity. 3. Maintains current knowledge in all areas responding to incoming telephone requests to support overall health system operations. 4. Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes in various programs. 5. Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in caller satisfaction. 6. Promotes teamwork within the immediate and extended work area in order to foster positive employee relations. 7. Demonstrates willingness to achieve personal and professional growth resulting in staff development. 8. Performs clerical or administrative tasks as needed to assure the integrity of multiple Customer Service Center programs.

QUALIFICATIONS: • A minimum of a High School diploma, GED, Certificate of Completion or equivalent achievement. • Minimum of one year experience in a medical office or clinic environment required with knowledge of medical terminology. • Must have visual and auditory acuity to operate general office equipment. • Must be able to read, write, speak and understand English. • Must be able to effectively perform in a fast paced environment with multiple interruptions and competing priorities.

Salary Range: Minimum 17.11/hour - Maximum 27.37/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.

The Hospital reserves the right to modify employee schedules as needed.

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 drug-free workplace employers.