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Call Listener Jobs in Maryland (NOW HIRING)

ITCON Services

Call Center Staff

Vienna, MD · On-site

Call Center Staff ITCON Services is seeking to hire a motivated and knowledgeable Call Center Staff ... Ability to listen to and empathize with Service members, Veterans, and others and acknowledge their ...

MedVanta

Medical Call Center Representative

Bethesda, MD · On-site

$18 - $20/hr

The Musculoskeletal Urgent Care Call Center Agent is a key member of the contact center team and is ... Demonstrate excellent communication, active listening, attention to detail, and exceptional ...

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Call Listener information

What does a call listener do?

A Call Listener is responsible for monitoring and evaluating phone calls, typically within customer service or call center environments. Their main tasks include listening to recorded or live calls to assess the quality of customer interactions, ensuring compliance with company policies, and identifying areas for improvement. Based on their evaluations, they provide feedback to staff and help develop training programs. This role is important for maintaining customer satisfaction and upholding service standards.

What are the key skills and qualifications needed to thrive as a call listener, and why are they important?

To thrive as a Call Listener, you need strong active listening, attention to detail, and communication skills, often supported by a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and basic computer proficiency is typically required. Patience, empathy, and the ability to remain calm under pressure are crucial soft skills in this role. These abilities ensure accurate information capture, provide support to callers, and contribute to positive customer or client experiences.

What are some common challenges faced by call listeners, and how can they effectively manage them?

Call Listeners often encounter challenges such as handling emotionally charged conversations, maintaining focus during long shifts, and accurately recording information under time constraints. To manage these challenges, it's important to develop strong active listening skills, practice self-care to avoid burnout, and utilize organizational tools or templates for note-taking. Regular team debriefings and support from supervisors also help Call Listeners process difficult calls and continuously improve their performance.

What is the difference between Call Listener vs Call Center Agent?

AspectCall ListenerCall Center Agent
Primary RoleMonitoring and analyzing calls for quality assuranceHandling customer inquiries and providing support
Required SkillsActive listening, communication, analytical skillsCommunication, problem-solving, customer service
Work EnvironmentCall monitoring rooms, quality assurance departmentsCall centers, customer service departments
CertificationsNone typically required, but quality assurance training helpfulCustomer service certifications often preferred

While Call Listeners focus on monitoring and evaluating calls to ensure quality standards, Call Center Agents directly interact with customers to resolve issues and provide assistance. Both roles are essential in customer service operations but differ in responsibilities and daily tasks.

What are popular job titles related to Call Listener jobs in Maryland?

For Call Listener jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching Call Listener jobs in Maryland look for?

The top searched job categories for Call Listener jobs in Maryland are:

What cities in Maryland are hiring for Call Listener jobs?

Cities in Maryland with the most Call Listener job openings:

Call Listener jobs near you
Infographic showing various Call Listener job openings in Maryland as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 15% Part Time, and 5% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution.

Benefits Customer Service Representative (Call Center)

Johns Hopkins Medical Management Corporation

Hanover, MD • Remote

$21.87/hr

Full-time

Posted 6 days ago

Job description

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.

Johns Hopkins Health Plan (JHHP) in Hanover, MD is hiring Customer Service Representatives (CSR) for their Call Center department.

Schedule:

  • 5 days per week, 8 hour shifts per day
  • Monday- Friday with rotating weekends
  • Call Center Hours of operation: 8am-8pm 

Location:

  • 100% Remote position
  • Equipment will be provided
  • Employee will need to have efficiently working wi-fi
    • wi-fi will need to pass minimum speed test during interview process
  • Applicants must hold their permanent residence in one of the following locations to be considered for this position:
    • Maryland, Delaware, Pennsylvania, Virginia, Washington D.C., or Florida

Pay rate: $21.87 per hour


The Customer Service Representative (CSR) is a professional role responsible for responding to inquiries from Johns Hopkins Health Plans members, providers, and internal stakeholders. The CSR listens actively, provides accurate information, resolves issues, and documents interactions in JHHP’s systems.   

  • Answer inbound calls from Medicare Advantage members, representatives, and providers with empathy and professionalism.
  • Handle a variety of call types including benefit eligibility, enrollment, and claims status.
  • Conduct thorough research using available resources to resolve inquiries within CMS guidelines and internal policies.
  • Demonstrate strong listening skills and patience to understand and address member needs.
  • Work independently while collaborating with team members to ensure first-call resolution and a positive member experience.
  • Navigate multiple systems to resolve complex issues and advocate for members.
  • Exhibit a passion for delivering exceptional customer service that positively impacts STAR ratings.
  • Make outbound calls as needed for surveys and to resolve outstanding issues.
  • Communicate clearly and concisely, both verbally and in writing.
  • Adapt to changes and demonstrate flexibility in a dynamic environment.

  • High school diploma or equivalent.
  • Inbound call center experience highly preferred, preferably in health insurance.
  • Medicare Advantage experience strongly preferred.
  • Strong problem-solving and communication skills.
  • Proficient in Microsoft Office (Word, Excel, Outlook).
  • Ability to handle confidential information professionally.
  • EPIC experience a plus; training available.
  • Applicants must hold their permanent residence in one of the following locations to be considered for this position:
    • Maryland, Delaware, Pennsylvania, Virginia, Washington D.C., or Florida

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employer. 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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