Corporate Transportation Group

Role Description 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. - 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 - 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. - Must be on-site full-time in Richmond, VA. - Contact center hours include weekdays, weekends, and some holidays. Preferred - Experience in NEMT, Medicaid, healthcare call centers, or insurance environments. - Bilingual (English/Spanish). 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

Role Description MediDrive is seeking a Claims Specialist to support the accurate and timely processing of transportation claims within the Non-Emergency Medical Transportation (NEMT) program. This role is responsible for reviewing, validating, and processing claims in accordance with MediDrive policies, state Medicaid requirements, and client-specific guidelines. The Claims Specialist plays a critical role in ensuring financial accuracy, resolving claim discrepancies, and supporting transportation providers with claims-related inquiries. Key Responsibilities - Review and process transportation claims, ensuring accuracy of mileage, level of service, eligibility, and required documentation. - Validate claims against trip data, authorizations, and system records to ensure compliance with billing requirements. - Identify discrepancies, missing information, or errors and take appropriate action to resolve prior to adjudication. - Research and resolve denied, rejected, or pended claims by identifying root causes and coordinating with internal teams or transportation providers. - Respond to transportation provider inquiries related to claims status, payments, and documentation requirements. - Support the resolution of claims disputes through detailed review of system data and supporting documentation. - Assist in validating claims prior to payment and ensure accurate explanation of payment (EOP) documentation. - Maintain accurate and complete claims records to support audit readiness and reporting requirements. - Ensure proper documentation is retained in accordance with MediDrive policies and regulatory standards. - Ensure all claims processing activities comply with Medicaid regulations, HIPAA requirements, and client-specific contractual obligations. - Identify potential fraud, waste, and abuse (FWA) indicators and escalate concerns as appropriate. - Maintain a high level of accuracy and productivity to meet established performance standards and turnaround times. - Track and support reporting on claims metrics such as processing volume, turnaround time, and denial trends. - Identify recurring issues and recommend process improvements to enhance efficiency and reduce errors. - Collaborate with Operations, Customer Service, and Finance teams to improve claims workflows and outcomes. - Participate in special projects and perform other duties as assigned. Qualifications - High school diploma or equivalent required; associate or bachelor’s degree preferred. - 2–4 years of experience in healthcare claims processing, billing, or related field. - Working knowledge of HCPCS, ICD-9/ICD-10, and condition codes preferred. - Experience in NEMT, Medicaid transportation, or healthcare operations preferred. Core Competencies - Strong attention to detail and accuracy. - Analytical thinking and problem-solving skills. - Effective communication and interpersonal skills. - Ability to manage multiple tasks and meet deadlines. - Customer-focused mindset with strong provider engagement skills. - Ability to work independently and within a team environment. - Proficient in Microsoft Office Suite (Excel, Word, Outlook). - Typing speed of 35+ words per minute. You Are - Detail-oriented and accountable, with a strong focus on accuracy. - A proactive problem-solver who can identify and resolve issues efficiently. - Comfortable working in a fast-paced, high-volume environment. - A strong communicator who can effectively support transportation providers. - A collaborative team player committed to operational excellence.

Role Description The EDI Developer will be responsible for designing, building, maintaining, and supporting healthcare EDI integrations across multiple transaction types. This role requires strong .NET expertise, hands-on experience with EdiFabric, and a deep understanding of healthcare claims workflows, payer companion guides, and real-world EDI behavior. Experience with Non-Emergency Medical Transportation (NEMT) is a significant advantage, as many integrations involve transportation-specific billing logic, modifiers, and state Medicaid requirements. - Design, implement, and maintain healthcare EDI pipelines using .NET and EdiFabric - Parse, validate, generate, and troubleshoot EDI transactions, including: - 834 – Eligibility / Enrollment - 837 (P / I / D) – Healthcare Claims - 835 – Remittance Advice - 270/271, 999, 277CA - Interpret and implement payer-specific companion guides - Manage end-to-end claims workflows: - Intake, validation, and submission - Acknowledgments (999, 277CA) - Remittance processing and posting (835) - Error handling, corrections, and resubmissions - Build and maintain robust logging, auditing, and reconciliation processes - Collaborate with product, operations, and external partners (health plans and transportation providers) - Ensure HIPAA-compliant data handling and monitoring - Contribute to and operate within a microservices-based architecture Qualifications - 5+ years of healthcare EDI development experience - Strong proficiency in C# / .NET - Hands-on production experience with EdiFabric - Deep understanding of healthcare EDI standards and workflows: - X12 structure, loops, segments, and qualifiers - Claims lifecycle and remittance processing - Proven experience implementing payer companion guides - Strong troubleshooting skills for real-world EDI issues (payer rejections, inconsistencies, edge cases) - Solid understanding of HIPAA and secure data handling practices Requirements - NEMT industry experience (major plus) - Experience with Medicaid and managed care plans - Hands-on experience with: - Docker - Docker Compose - Kubernetes - Familiarity with: - GitHub - GitHub Actions (CI/CD pipelines) - Exposure to microservices architectures - Familiarity with Protobuf / gRPC - Experience deploying and operating backend services in cloud environments Benefits - Work on real, high-volume healthcare and Medicaid integrations - Senior-level ownership and autonomy - Modern, containerized architecture - Remote-friendly environment - Opportunity to shape the EDI foundation of a growing NEMT platform

Role Description The Account Manager plays a pivotal role as the primary liaison between clients and MediDrive, acting as a critical link to ensure exceptional service delivery and successful execution of contractual obligations. This role focuses on fostering client satisfaction, retention, and growth by proactively addressing client needs and delivering tailored solutions. Collaborating closely with internal teams, the Account Manager drives service excellence by resolving issues, identifying opportunities for improvement, and aligning efforts to achieve both client and business objectives. Qualifications - Bachelor's degree in Business Administration, Healthcare Management, Communications, or a related field is required. - Minimum of 3-5 years of experience in account management, client services, or a similar role. - Experience in the transportation, healthcare, or NEMT industry is a plus. Requirements - Ability to build rapport, maintain trust, and provide exceptional service to clients. - Strong problem-solving skills with a proactive and solutions-oriented mindset. - Experience in managing client expectations in dynamic, high-pressure environments. - Ability to analyze data, identify trends, and use insights to inform decision-making. - Proficiency in using analytics tools for creating performance dashboards or client reports. - Strong attention to detail and the ability to prioritize tasks effectively. - Excellent verbal and written communication skills, with the ability to convey complex information clearly. - Strong interpersonal skills and the ability to work collaboratively with cross-functional teams. - Ability to lead client presentations or deliver training sessions to diverse audiences. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM tools (e.g., Salesforce, HubSpot). - Ability to quickly learn and utilize MediDrive’s technology platform and reporting tools. - Familiarity with the NEMT or healthcare industry is preferred. - Knowledge of Medicaid, Medicare, or other healthcare funding mechanisms relevant to NEMT services. - Understanding of service delivery standards, compliance requirements, and operational processes. - Must possess a valid driver’s license and have access to a reliable vehicle. - Ability to travel up to 20% of the time, including on-site client visits and industry events. Benefits - Competitive salary with performance-based incentives. - Comprehensive health insurance coverage. - Paid time off and holiday schedule. - Opportunities for professional growth and development.

Role Description The Grievances & Appeals Specialist is responsible for managing, investigating, and resolving member complaints, grievances, and appeals in compliance with client, state, and federal requirements. This role plays a critical part in protecting member rights, identifying service gaps, and driving continuous quality improvement across MediDrive’s operations. - Ensure all cases are handled timely, accurately, and in accordance with contractual turnaround times. - Maintain a strong focus on member advocacy, regulatory compliance, and service excellence. Key Responsibilities - Case Management & Investigation - Receive, log, and acknowledge grievances and appeals from members, providers, clients, and regulatory agencies. - Conduct thorough investigations by collecting trip records, call recordings, provider documentation, GPS data, and relevant system notes. - Analyze root causes of service failures and recommend corrective and preventive actions. - Draft clear, compliant written responses to members and clients within required turnaround timeframes. - Escalate urgent or high-risk matters to the Quality Assurance Manager and leadership as appropriate. - Compliance & Reporting - Ensure all grievances and appeals are processed in accordance with Medicaid, Medicare Advantage, and client-specific contractual requirements. - Monitor and track turnaround time compliance to avoid penalties or liquidated damages. - Maintain accurate documentation within the Grievance & Appeals tracking system. - Assist with internal audits, client audits, and regulatory reviews related to complaint resolution. - Identify trends and provide reporting to support performance improvement initiatives. - Collaboration & Resolution - Partner with Operations, Network Development, Call Center, and Technology teams to resolve issues and implement sustainable solutions. - Engage with transportation providers (TPs) to gather documentation and ensure corrective actions are completed. - Coordinate with clients, government agencies, and legal/compliance departments when cases fall outside standard workflows. - Monitor member trips when necessary to ensure real-time issue resolution and service recovery. - Continuous Quality Improvement - Identify systemic issues impacting member experience and escalate patterns to leadership. - Support quality improvement initiatives and contribute to policy and procedure enhancements. - Participate in special projects and additional duties as assigned by the Quality Assurance Manager. Qualifications - High school diploma required; Associate or Bachelor’s degree preferred. - Minimum of two (2) years of experience in grievance resolution, customer service, healthcare operations, NEMT, or managed care. - Experience working in Medicaid or Medicare Advantage environments preferred. - Strong knowledge of complaint resolution processes and regulatory turnaround requirements. - Excellent written and verbal communication skills, including professional phone etiquette. - Strong analytical and problem-solving abilities with attention to detail. - Ability to manage a high volume of cases in a fast-paced environment. - Proficiency in Microsoft Office Suite (Word, Excel, Outlook). - Typing speed of 35+ words per minute with high accuracy. - Ability to learn and navigate multiple systems efficiently. - Ability to work independently while collaborating effectively within a cross-functional team environment. - Medical front-office, case management, social work, or healthcare administrative experience preferred. - Bilingual (English/Spanish or other languages) preferred. Company Description MediDrive is an equal opportunity employer committed to providing reliable, compliant, and member-centered Non-Emergency Medical Transportation services.

Role Description The Manager, Medical Facilities & Network Operations, is responsible for onboarding, managing, and optimizing relationships with medical facility partners utilizing MediDrive’s transportation coordination services. This role ensures the seamless integration of facilities into MediDrive’s platforms, drives the adoption of standardized workflows, and supports facilities in effectively managing members’ transportation needs. This position also plays a critical role in aligning facility operations with health plan contractual requirements, ensuring compliance, operational efficiency, and a high-quality member experience. Key Responsibilities - Facility Onboarding & Implementation - Lead end-to-end onboarding of medical facilities into MediDrive’s transportation platform - Coordinate system access, user setup, and role-based permissions for facility staff - Conduct training sessions for facility personnel on scheduling, trip management, and platform workflows - Develop and maintain onboarding materials, SOPs, and user guides to ensure consistency and scalability - Track onboarding milestones and ensure timely and successful go-live for all facilities - Partner with Product and IT teams to support integrations and resolve onboarding-related technical issues - Facility Relationship Management - Serve as the primary point of contact for facility partners post-onboarding - Provide ongoing support for system usage, scheduling challenges, and operational inquiries - Proactively identify and resolve issues impacting facility satisfaction and member transportation experience - Build strong, trusted relationships with facility stakeholders to drive engagement and long-term partnership success - Conduct periodic check-ins and performance reviews with key facility partners - Health Plan Contract & Operational Alignment - Manage and operationalize facility-related requirements tied to health plan contracts - Ensure facility workflows align with payer requirements, including eligibility, authorization, and documentation standards - Partner with Compliance, QA, and Operations to implement regulatory or contractual updates - Support audits and reporting requirements related to facility utilization, performance, and compliance - Ensure adherence to MediDrive policies, state Medicaid guidelines, and client-specific requirements - Operational Oversight & Performance - Monitor facility utilization of MediDrive’s platform and adherence to established workflows - Analyze trends, identify gaps, and address inefficiencies in facility transportation management - Implement process improvements to enhance efficiency, reduce errors, and improve service delivery - Support escalation management for service disruptions, high-priority issues, and member-impacting events - Track KPIs related to facility performance, onboarding timelines, and user adoption - Cross-Functional Collaboration - Collaborate with Operations, Compliance, Product, IT, and Customer Support teams to ensure seamless facility integration and ongoing support - Assist in developing and refining SOPs and best practices related to facility onboarding and management - Provide feedback on platform enhancements based on facility needs and user experience - Support broader organizational initiatives tied to network growth, operational excellence, and client satisfaction Qualifications - 4+ years of experience in healthcare operations, client onboarding, account management, or a related field - Experience working with medical facilities, health systems, or managed care organizations - Strong understanding of operational workflows and process improvement methodologies - Excellent communication, presentation, and training skills - Ability to manage multiple implementations and priorities in a fast-paced environment Preferred Qualifications - Experience in Non-Emergency Medical Transportation (NEMT) or transportation coordination services - Familiarity with Medicaid, Medicare Advantage, or managed care environments - Experience onboarding SaaS platforms or driving user adoption initiatives - Background in healthcare operations, provider relations, or network management