Janica Thompson, Clinical Customer Service Representative

Janica Thompson

Janica Thompson is a clinical customer service representative and is currently in the Revenue Cycle Management Academy.

I’ve always wanted to work for Johns Hopkins and began applying when I was in high school.

I’ve had a lot of family over the years work at Hopkins, including my mom, my aunt and cousins. My biggest role model is my brother, Edward McKay Jr., who’s worked here for over 20 years. He started in environmental services and worked his way up to becoming a surgical tech under Ben Carson.

Once The Johns Hopkins Hospital opened its Zayed building, my brother told me to apply because the building was new and the hospital would need workers. I applied for the environmental services position in February of 2012 and was hired in April.

I wanted my foot in the door and I thought this was the perfect place to start.

I worked for about four years in an office area. I enjoyed the relationships I built with everyone but I felt limited in that position.

With the encouragement and a great letter of recommendation from my manager, I got a new job as a unit associate (UA). My role was to ensure the unit runs smoothly. Dealing with equipment, helping nurses, pharmacy runs, having everything stocked, taking patients downstairs for discharge, etc.

Within my first two weeks of being a UA, I experienced a code blue, which is cardiac/respiratory arrest, in my unit. This was my first time really experiencing hospital culture.

Nurses would always tell me that I would be a good clinical customer service representative (CCSR) and that I should apply for that position. After serving as a UA for nine month, I obtained my current role: clinical customer service representative. I am the center for the whole unit. I sit at the front desk and deal with patients, doctors and nurses. I’m here to answer their questions and to assist them.

It was a natural transition from being a UA to a CCSR. Unit associates always covered the desk for CCSRs during their breaks, so I already knew the job a little bit.

I’ve been a clinical customer service representative since February of 2017, so next year will be two years for me.

I try to be that person that helps with anything. Nurses get busy and I try to keep things running smooth. It used to be challenging in the beginning because you have to juggle everything at once. You might have this person asking you to do something, you have a phone ringing, a patient is calling. I always push through it and prioritize.

I just got into the Revenue Cycle Management Academy. I have been interested, and my manager felt like I would be a good candidate for this program. It’s 12 weeks of training about how the hospital’s finances work.

With this, I’m leaning more toward finance, health care administration or business administration as a job in my future.

A lot of people feel like they are at a standstill in a position they don’t want to be in. Get out there and look into your resources. The possibilities at Hopkins are endless.

--As told to Sarah McCormick

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Rating: 5.0/5 (1 vote cast)

Janica Thompson, Clinical Customer Service Representative, 5.0 out of 5 based on 1 rating


{ 17 comments… read them below or add one }


Joanne Johnson July 17, 2019 at 3:11 pm

Thank you for sharing your story. Johns Hopkins continue to lead by example within the healthcare community. Raising your own...….


Kathy Seltz December 3, 2018 at 11:30 pm

You are great to work with & your always great "can do attitude" is bearing fruit for you.
As someone who has also worn several "hats" @ JHH, I concur that there are a lot of opportunities here. Good for you for taking advantage of them.
Keep up the great work!!!!


Lil Stewart November 30, 2018 at 3:38 pm

Keep up the good work congratulations! I just graduated in June from the RCM Academy first co hort great program!! Keep pushing on!!


Victoria Perkins November 29, 2018 at 1:47 pm

What an encouraging story! Janica, learning with you at the RCM Academy has been a pleasure, you have such a sweet spirit and I know that you will go far.-Victoria


Janica Thompson November 29, 2018 at 11:53 am

Thank everyone for the wonderful comments your kind words are very appreciated !


Isaiah Hawkins November 29, 2018 at 9:32 am

So glad to see you here, so much greatness awaits!


Nancy November 28, 2018 at 8:06 pm

Very encouraging and the very, very best to you. You are truly an inspiration and thank you to Hopkins for allowing you to share your testimony. I always try to encourage our Support Associates (SA) and Unit Associates (UA) to strive for something greater but it doesn’t always work. I began as a CCSR in 2008 and just received my BA Degree in Psychology. I love the unit I work on, but there is nowhere for me to advance in my field. Therefore, I will be leaving the Hospital to work as the Director of an inpatient Women and Children’s Recovery Center. There is greatness in all of us; some simply choose to pursue it. God Bless you!!!


Linnea Hunter November 28, 2018 at 4:53 pm

Thank you for sharing your story. I am actually following the same path. I started in August 2017 as a Nutrition Assistant. I worked there for a year because as you I wanted to get my foot in the door. I started applying for Unit Associate positions and after meeting with a job coordinator he told me to apply for the CCSR position because I had a degree and experience. So in October I started working as a CCSR in Pediatric Oncology and I love it. I know this is not my last stop but it's nice to know that we can advance within the company.


Annette Kile November 28, 2018 at 3:17 pm

I am brand new and always feel like I am too old to advance from medical assistant but you are an inspiration! Thank you for sharing your story.


Shawntell Goode November 28, 2018 at 10:37 am

Awesome story Janica. Congratulations and keep up the good work. The possibilities are endless. I wish you the best of luck!


K Owens November 28, 2018 at 10:13 am

I am very proud of you. Keep moving forward and looking for opportunities to grow within the organization. Keep that smile because it is a joy to see. It has been a pleasure meeting you. I look forward to seeing your next steps.

K. Owens


Lydia Tanksley November 28, 2018 at 9:10 am

Way to go Janica, This is a beautiful story . I am glad that I had the pleasure of meeting with you during the interviewing process for the RCM academy . Keep being inspired and doing great things. Good luck with all your future endeavors .

Lydia Tanksley


Trivia Biscoe November 28, 2018 at 8:42 am

Congratulations Janica,
I wish you all the best in the Revenue Cycle Management Academy. I am the CCSC on 9North of the Pediatrics department, you worked overtime on our unit, and everyone loved having you cover the unit. I know that you will do well. Again, congratulations!
Ms. Trivia


Collie Thomas November 28, 2018 at 8:15 am

Such a beautiful story, I watched her grow as I myself has been growing in the Hopkins family. Janica you are doing a great job. continue your success , I'm cheering for you.


kazembe kapeta November 28, 2018 at 8:13 am

Way to go Janica!!!!!!! I am very happy to have met you in the RCM Academy.
Just as you said the possibilities ate endless at Hopkins....


Mary November 28, 2018 at 8:11 am

Good for you - and how wonderful you have a job that you really like. God bless!


Jesse Grant November 28, 2018 at 7:45 am

Well what can I say , This is the way to grow . Johns Hopkins was there for me too . So Proud of people that take the opportunity to do Great things . Johns Hopkins is of Wonderful Place to work and meet Great People . Keep growing !! Big Smiles


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