Bilingual Customer Service Representative, English/Spanish
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Job Description
Bilingual CSR scheduling and coordinating NEMT rides for MediDrive healthcare members. Handling eligibility verification, transportation issues, CRM documentation, and member support.
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
- Communicate pickup times, provider information, and ride expectations
- Handle concerns related to late drivers, missed pickups, and 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 state Medicaid, HIPAA, and transportation compliance requirements
- Maintain complete and precise documentation for each call
- Adhere to scripting, system workflows, and quality assurance guidelines
- Meet or surpass KPIs including 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
- Help build a new contact center from the ground up
Requirements:
- Must be located in the United States of America
- Must be fluent in English and Spanish
- Must be able to start on September 3, 2026
- 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
- Availability for contact center hours including weekdays, weekends, and some holidays
- Preferred experience in NEMT, Medicaid, healthcare call centers, or insurance environments
Benefits:
- Fully remote work
- Employer does not sponsor visas (not a benefit)
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