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Job Details

Customer Service Representative I

Requisition #: 183082
Location: Johns Hopkins Health Care, Hanover, MD 21076
Category: Support Services (Services/Trades)
Work Shift: Day Shift
Work Week: Full Time (40 hours)
Weekend Work Required: No
Date Posted: July 12, 2019

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.

The Johns Hopkins CSR position is a professional position that answers incoming customer inquiries from John Hopkins Healthcare members, providers and internal stakeholders. Customer inquiries can be received via Calls, letters and/ or other electronic means such as skype or chat. This key position actively works to listen and comprehend questions, offer accurate information, resolve problems, professional respond to all inquiries and comprehensively document the customer interactions in JHHC’s customer service database(s). This position requires strong communication skills both verbal and written, good problem solving skills, a professional demeanor with consistent and timely attendance. This position is available for telecommuting ( equipment provided) upon successful mastery of systems and ability to meet performance standards.

Working with call center management, QA and our dedicated training team(s), the CSR will stay updated on product, compliance and service offerings, remaining knowledgeable and informed of all policies. This position provides feedback on the efficiency and opportunities regarding the customer service processes.

Upon completion of training, CSR must be able to demonstrate competency and mastery of the various JHHC Healthcare databases and tools required as part of the CSR position.


High school diploma or equivalent. Some college is helpful.


  • Ability to foster and maintain professional relationships over the phone, in written correspondence and via other electronic modes
  • Ability to maintain a calm and professional demeanor
  • Must be able to competently and efficiently work within multiple databases, tools and processes throughout a customer inquiry
  • Organizational skills with the ability to manage numerous projects and priorities at once
  • Ability to thrive in a fast-paced and sometimes high-production environment
  • Basic Knowledge of MS Word and Excel
  • Strong problem solving skills
  • Willingness to work independently or as part of a team
  • Ability to learn medical terminology
  • Able to work with highly confidential information
  • Solid follow-up skills and attention to detail

Work Experience:

  • Minimum 1+ years of experience in a production style customer service-related role
  • Collaboration -Develops productive relationships that support work goals
  • Accountability - Takes responsibility for own work
  • Practices active listening
  • Fair and equitable in all responses
  • Adheres to all compliance rules, policies and standards

Machines, Tools, Equipment:

Must be able to operate general office and communication equipment (i.e. head set).

Must have basic computer skills and data entry skills; to advance computer skills as defined in higher level CSR positions.

Johns Hopkins Health System and its affiliates are Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, sex, age, national origin, disability, protected veteran status, and or any other status protected by federal, state, or local law.


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