Customer Care Representative - Team Lead

The Customer Care Representative - Team Lead reports to the Customer Care Supervisor (MA) and under minimal supervision ensure customer satisfaction by providing timely and accurate information when responding to customer/member inquiries. Must provide thorough documentation of inquiries and ensuing appropriate communication and coordination with other departments as required in obtaining solutions.

The Customer Care Representative - Team Lead position is a professional member experience position that answers telephonic customer inquiries from John Hopkins Advantage MD members. This key position actively works to listen and comprehend what the member is calling about and is responsible for providing accurate information, resolve problems while comprehensively documenting the inquiries details. This position requires a helpful, caring and empathetic attitude while communicating effectively both verbally and in writing. Requires complex problem solving skills, a consistent professional demeanor requiring reliable and timely attendance. This position offers telework (equipment provided) options upon successful mastery of systems and the ability to meet performance standards.

The work environment is highly regulated and dynamic. Requiring the ability to easily adjust to change in system navigation, updated information, processes and procedures while maintaining excellent judgment in responding to member inquiries. Working with call center management, QA and our dedicated training team(s), the Customer Care Representative - Team Lead will stay updated on product, compliance and service offerings, remaining knowledgeable and informed of all policies. This position puts an emphasis on continuous quality improvement to create a strong member experience. Upon completion of training, Customer Care Representative - Team Lead must be able to demonstrate competency and mastery of the various JHHP Healthcare databases and tools required as part of the Customer Care Representative - Team Lead position.

Requirements:

• Weekend and night work will be a requirement for this position-October1 to March 31 annually

Education:

High school diploma or equivalent. Some College is preferred.

Work Experience:

• 4+ years of customer service experience
• Minimum of two (2) years working in a call center role within healthcare
• Healthcare and claims experience required
• Experience acting as a Team Lead, training support or SME (Subject Matter Expert)

Supervisory Responsibility:

• May be responsible for call center day-to-day operations; i.e. phone queue monitoring, employee mentoring, escalated calls, assisting in candidate interviews, etc.
• Provides assistance and support to supervisor when directed.
• Acts as a coach, mentor, and subject matter expert (SME)

Salary Range: Minimum 20.52/hour - Maximum 33.88/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.