Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls and assist members in scheduling, modifying, or canceling transportation services.

• Place outbound calls to confirm trips, provide updates, or follow up on any issues.

• Validate eligibility, benefits, and necessary trip details using internal systems.

• Communicate information regarding pickup times, provider details, and ride expectations.

• Manage situations involving late drivers, missed pickups, and other transportation-related challenges.

• Escalate urgent or complex issues to supervisors or Tier 2 support as needed.

• Accurately document all interactions in the CRM system with clarity.

• Comply with state Medicaid, HIPAA, and transportation regulations.

• Follow prescribed scripts, system workflows, and quality assurance standards.

• Achieve or exceed key performance indicators such as quality, average handling time, adherence, attendance, and accuracy.

• Work collaboratively with supervisors, dispatch, quality assurance, and training teams to enhance the member experience.

⛳️ Requirements

• A minimum of 1 year of experience in a call center, customer service, healthcare, transportation, or a related field.

• Must possess your own equipment for work purposes.

• Excellent communication skills and the ability to maintain composure under pressure.

• Proficient in navigating multiple computer systems and documenting information quickly.

• Detail-oriented with strong problem-solving skills.

• Reliable attendance and punctuality are essential.

• Availability to work one of the designated shifts, which may include weekdays, weekends, and certain holidays.

• Must be prepared to commence two weeks of training on September 23rd, from 9:00 AM to 5:00 PM EST.

• Attendance during the two-week training period should not exceed 2 hours of absence.

• Preferred qualifications include experience in Non-Emergency Medical Transportation (NEMT), Medicaid, healthcare call centers, or insurance sectors.

🏝️ Benefits

• Opportunity to work fully remote.

• Access to training and coaching resources.

• Regular team huddles for collaboration.

• Involvement in establishing a new contact center from the ground up.