Note: The job is a remote job and is open to candidates in USA. MediDrive is a non-emergency medical transportation company focused on improving access to healthcare transportation. The Part-Time Weekend Customer Service Representative handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and support 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
Skills
- 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
- 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
- Experience in NEMT, Medicaid, healthcare call centers, or insurance environments
Benefits
- Training is provided from 9:00 AM - 5:00 PM EST on the specified training days.
- Flexible weekend scheduling: employees choose any 10.5 hours between 8:00 AM and 8:00 PM on Saturday and Sunday, with the same shift each week.
Company Overview