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Job Details

Customer Service Representative

Requisition #: 193783
Location: Johns Hopkins Hospital, Baltimore, MD 21201
Category: Support Services (Services/Trades)
Work Shift: Rotating Shift
Work Week: Limited (20 - 29)
Weekend Work Required: Yes
Date Posted: Sept. 24, 2019

Johns Hopkins employs more than 20,000 people annually across our health system. When joining Johns Hopkins, 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.

Position Summary:

Reports to a Patient Transport department manager or supervisor. Receives telephone requests from patient care units to transport patients within the Hospital. Coordinates the movement of patients to ensure timely and efficient service by Transport Associates (TA’s). Ensures that accurate, up-to-date patient information is transmitted to TA’s regarding patient transports. Monitors the patient tracking system to alleviate potential problems. Must provide thorough and timely follow up via phone calls, written communication, fax, or e-mail to provide follow through on patient transports. Channels customer complaints and irregularities to supervisors and managers as appropriate.

Competencies:

A. Education:

A High school diploma or equivalent is required. AA preferred.

B. Knowledge:

Requires knowledge of the layout of Johns Hopkins hospital as it relates to transporting patients. Basic understanding of patient tracking or related systems.

C. Skills:

Must possess strong verbal and written communications skills and the ability to interface with customers in a stressful environment without compromising the tenets of good customer relations practices. Ability to resolve issues with tact and diplomacy. Basic knowledge of Word, WordPerfect, Excel and Groupwise. Approximately 80% of the day is spent on the telephone.

D. Required Licensure, Certification, Etc.:

American Management Association Customer Service Certificate, preferred

HR/OE Customer Service Basics.

E. Work Experience

A minimum of one year customer service in a healthcare setting preferred.

WEEKEND WORK REQUIRED

Status: Limited (20 - 29)
Shift: Rotating Shift
Work Hours: Variable - Variable

Working Conditions: Work is performed in a normal office enviornment with some exposure to noise in the Call Center.

Pay Grade: ND

Johns Hopkins Hospital is a Smoke Free Campus

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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