Customer Service Representative – Bilingual, English/Spanish
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Job Description
Bilingual customer service representative scheduling non-emergency medical transportation for SafeRide Health. Supporting members, providers, and health plans in English and Spanish.
Responsibilities:
- Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans in both English and Spanish
- Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion
- Confirm member eligibility and review transportation benefits
- Respond to member inquiries regarding transportation services in both languages
- Identify and assess members’ additional needs and escalate when appropriate
- Intake and document member concerns and complaints in accordance with internal guidelines
- Collaborate with internal departments to resolve real-time service issues
- Perform other duties as assigned
Requirements:
- High school diploma or equivalent
- Minimum of one (1) year of inbound call center experience in a high call-volume environment
- Fluency in English and Spanish (verbal and written), including the ability to communicate clearly and professionally in both languages
- Ability to type at least 35 words per minute accurately
- Strong verbal and written communication skills
- Demonstrated ability to remain calm and professional in high-stress situations
- Ability to work flexible shifts
- Must pass a criminal background check and sanctions screening
- Dedicated, quiet, well-lit workspace free from interruptions
- Notebook or desktop computer with minimum processing speed of 1.6 GHz and 16 GB usable RAM available
- High-speed wired broadband internet: minimum 150 Mbps in a dedicated environment or 300 Mbps in a shared environment (backup provider preferred)
- Preferred: Experience working with Medicaid, Medicare, or Non-Emergency Medical Transportation (NEMT) guidelines
- Preferred: Knowledge of health insurance programs and benefits
- Preferred: Experience serving geographically and culturally diverse populations
Benefits:
- Career growth and development opportunities within a rapidly growing healthcare organization
- Competitive hourly pay
- Quarterly performance-based incentive opportunities
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid sick leave
- Paid company holidays
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