Customer Service Representative

Position Summary

The Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up.

Essential Responsibilities

Member Support & Ride Scheduling

Answer inbound calls and assist members with scheduling, updating, or canceling transportation.
Make outbound calls to confirm trips, provide updates, or follow up on issues.
Use internal systems to verify eligibility, benefits, and required trip information.
Provide clear communication regarding pickup times, provider information, and ride expectations.
Other ad hoc duties, as assigned
Issue Resolution

Handle concerns related to late drivers, missed pickups, or other transportation challenges.
Escalate urgent or complex situations to supervisors or Tier 2 support.
Document all interactions clearly and accurately in the CRM system.

Accuracy & Compliance

Follow all state Medicaid, HIPAA, and transportation compliance requirements.
Ensure complete and precise documentation for each call.
Adhere to scripting, system workflows, and quality assurance guidelines.

Performance & Teamwork

Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. Participate in training, coaching, and team huddles.
Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.

Qualifications

Required

Applicants must have reliable internet and their own equipment, including: Computer, Monitor, Headset, & Mouse
1+ year of experience in a call center customer service, healthcare, transportation, or similar role.
Strong communication skills and ability to remain calm under pressure.
Comfort navigating multiple computer systems and documenting quickly.
Detail-oriented with strong problem-solving ability.
Reliable attendance and punctuality.
Contact center hours include weekdays, weekends, and some holidays.

Preferred

Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.

Skills and Competencies

Customer-first mentality
Strong verbal communication
Multitasking and time management
Accuracy and attention to detail
Ability to follow processes and adapt in a startup environment
Team-oriented mindset