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Job Details

Member Services Representative

Requisition #: 1873
Location: Johns Hopkins Intrastaff, Glen Burnie, MD 21060
Category: Clerical and Administrative Support
Work Week: Temporary Full Time
Weekend Work Required: No
Date Posted: Oct. 16, 2019

Johns Hopkins Intrastaff is the internal staffing agency for the Johns Hopkins Health System and partner hospitals, providing temporary support to a variety of the Johns Hopkins locations. Our employees are the strength of our service.  Intrastaff is unique because it's one of the very few agencies where a person has the benefit of being a temporary employee and also feels like a member of a large organization. Working at Hopkins means joining a culturally diverse team that includes some of the best nurses, physicians and allied health professionals in the world. Directly or indirectly, you'll have exposure to cutting-edge technology and groundbreaking medical research.

These positions provide support for Priority Partners growth, compliance, member education, and retention efforts, reporting to the Member Services Supervisor.  Responds to telephone, email, and mail inquiries from members and potential members, and is focused on supporting members in obtaining medical treatment and preventative health care services. Outreaches new members to provide education and full understanding of benefits, supplement existing member data, and obtain information pertaining to medical/social issues that need immediate and/or focused intervention. Refers members to care management, health education, special needs, and/or quality improvement departments as appropriate, Arranges transportation as needed. Has responsibility for all fulfillment efforts triggered through advertising and marketing campaigns. Assists members in redetermination efforts. Tracks and documents all interactions.

POSITION LOCATION

6691 BAYMEADOW DRIVE

BUILDING PPADM

GLEN BURNIE, MD 21060 

HOURS (VARIED)

Shifts available:

10:00 a.m. - 6:30 p.m. - 2 shifts

10:30 a.m. - 7:00 p.m. - 3 shifts

11:00 a.m. - 7:30 p.m. - 2 shifts

11:30 a.m. - 8:00 p.m. - 3 shifts

Requirements:

Member Services Representative II

Handles members with more complex issues, utilizing good judgment in triaging issues and coordinating services from various JHHC departments and/or network physicians. As needed, provides a visible and active presence within the community to meet with members face-to-face to assist with education and retention issues. Serves as liaison to the Priority Partners Consumer Advisory Board, and functions as the lead for the transportation program, member welcome program, and/or member redetermination efforts. In the absence of the Member Services Supervisor, oversees the work of the Level I Representatives.

Bilingual (PREFERRED)

Provides comprehensive outreach and social services specifically to the PPMCO Spanish Speaking population to include: member education; coordination of transportation; a visible and active presence within the community for education, screening and referral; and all activities and functions directed toward supporting Spanish Speaking PPMCO members in obtaining medical treatment and preventive health care services.  The Bilingual Outreach Representative will translate telephonic, oral and written word communications for various PPMCO departments to include: Care Management, PPMCO Administration, Information Systems, and Member Initiatives.

Qualifications:

EDUCATIONAL REQUIREMENTS:

  • High school diploma or GED required. 
  • Associates degree related to advocacy, health care, or community relations preferred.

REQUIRED WORK EXPERIENCE:

  • Member Services Representative I:  Minimum of one year experience in social, community, managed care, health care, or medical office related field.
  • Member Services Representative II: Minimum of three years' experience in social, community, managed care, health care, or medical office related field with minimum of two years' experience providing outreach service in a managed care or customer service department preferred.

REQUIRED KNOWLEDGE:

  • Requires basic knowledge of social and health issues to effectively determine appropriate educational and service support.
  • Requires familiarity with the personal experiences of families with low/moderate income.
  • Requires a working knowledge of local, state, and federal family support resources.
  • Familiarity with medical terminology, ICD-9/10 and CPT codes beneficial.
  • Knowledge of DHMH eligibility and redetermination requirements.
  • Requires experience engaging and working with community stakeholders.
  • Requires experience as an advocate for groups or persons that are under-served.

SKILLS

  • Requires excellent interpersonal and communication skills to effectively deal with diverse groups of community members.
  • Requires strong problem solving skills to effectively assess social/health needs of members and arrange for appropriate services required to meet those needs.
  • Requires basic level of customer service responsiveness with telephonic experience.
  • Requires excellent organizational skills, flexibility, and the ability to get things done. 
  • Must be compassionate and sensitive to diverse situations.
  • Must be able to enter data into a computer

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.

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