Member Support Agent – Healthcare Transportation

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

📋 Description

• Assist members with their transportation needs to and from healthcare appointments.

• Provide support for scheduling and transportation arrangements.

• Address and resolve member concerns effectively.

• Recover trips that were missed or failed to be scheduled.

• Review eligibility for transportation services and benefits.

• Educate members on the transportation benefits available to them.

• Coordinate efforts with internal departments as necessary.

• Accurately enter trip details and member information.

• Document concerns raised by members and the resolutions provided.

• Service available time slots in accordance with program availability and servicing requirements.

• Engage in certification activities, including instructor-led sessions, self-study, system training, member-support processes, and live call handling.

• Uphold required performance standards related to commitment adherence, average handle time, quality assurance, post-call surveys, and policy/process errors.

⛳️ Requirements

• Agents are required to work as independent contractors.

• Must be available to service 4 hours / 8 intervals on Mondays.

• During the Certification Statement of Work (SOW), a minimum of 10 hours / 20 intervals must be serviced weekly, including the required Monday intervals.

• In Phase 2, a minimum of 24 intervals per week is required.

• Complete 100% of necessary self-paced training modules.

• Meet the required scores on quizzes, exams, and tollgates.

• Successfully complete role-play exercises.

• Fulfill technology requirements.

• Maintain an Average Handle Time of 850 seconds or less throughout Phase 2.

• Achieve a passing score on at least 3 of 5 required Quality Audits.

• Complete the mandatory Security Awareness course with a score of at least 85%.

• Have a Windows 11 computer with all updates installed.

• Minimum of 12 GB RAM is required.

• A total hard drive space of at least 60 GB, with 40 GB available, is necessary.

• A hardwired internet connection is required.

• Minimum download speed of 30 Mbps is needed.

• Minimum upload speed of 10 Mbps is needed.

• Network latency must be 50 ms or less.

• Two monitors with a resolution of 1920×1080 are required.

• A USB 3.0 port is necessary.

• A hardwired noise-canceling USB headset with quality audio for phone calls is required.

• A webcam is needed for certification purposes.

• Background checks will be conducted.

• Drug screening is required.

• Verification of photo ID is necessary.

• Pay a $75 fee for background checks and drug screening directly to the vendor.

• Schedule drug screening within 48 hours of receiving the vendor’s email.

• Both screening requirements must be completed at least 7 days prior to the start of the class.

• Monthly background checks may be required to maintain good standing.

• Preferred qualifications include healthcare or member-support experience.

• Approximately 12 months of healthcare experience is preferred.

• Typing speed of at least 35 WPM is required.

• Ability to work effectively in a high-volume environment is necessary.

• Clear and professional communication skills are essential.

• Strong attention to detail is required.

• Must remain calm while resolving member concerns.

• Consistently follow policies and processes.

• Ability to navigate multiple computer systems is needed.

• A reliable and professional home workspace is necessary.

🏝️ Benefits

• Certification Pay: $7.00 per hour.

• Independent contractor arrangement with the flexibility to select available servicing intervals.

• Opportunity for remote work.

• Access to instructor-led training, self-study materials, system training, member-support procedures, and live call handling during certification.