Customer Service Representative

MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on providing a better experience for members who depend on transportation to access healthcare. 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.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• Experience in NEMT, Medicaid, healthcare call centers, or insurance environments
• Bilingual (English/Spanish)