• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Makes and answers calls in the name of the client to resolve billing and payment issues utilizing establish work queues and call pools as necessary • Responds to requests for information by patient/account holders in a professional, thorough, explainable manner • Acts to gain payment or arrangement of payment on behalf of the client as appropriate • Follows client-specific protocols and policies when carrying out duties • Investigates and responds to client inquiries as needed • Enters and monitors payment arrangements • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Manage and prioritize client requests for new hardware or equipment, ensuring timely, efficient responses. • Create and provide customized quotes for both existing and potential clients, tailored to meet specific needs and preferences. • Engage in personable, friendly email communication, with occasional phone outreach to clarify requirements—avoiding impersonal, robotic responses. • Maintain accurate, up-to-date records in our ticketing and documentation systems for easy access and smooth operations. • Actively participate in daily internal team meetings to align tasks, ensuring consistent client service and workflow efficiency.

• Lead, coach, and inspire a team of Customer Service Representatives, fostering a culture of accountability, collaboration, and exceptional service. • Oversee the daily operation of the customer service team, ensuring timely, accurate, and high-quality support across phone, email, and case management channels. • Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and team productivity. • Lead initiatives that improve operational efficiency, streamline workflows, and enhance the customer experience. • Collaborate closely with teams across Accounting, Product, Marketing, Sales, IT, and Client Experience to resolve customer issues and improve end-to-end processes.

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. - MUST HAVE YOUR OWN EQUIPMENT. - 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. - 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. Shifts Available - Sun-Thurs: 8:30 AM - 5:00 PM EST - Tues-Sat: 8:30 AM - 5:00 PM EST