Bilingual (English/Spanish) Customer Service Representative

About Our Client

The organization operates in the Non-Emergency Medical Transportation (NEMT) industry, addressing the challenge faced by individuals who require transportation to access healthcare services. By focusing on improving the experience for members dependent on these transportation services, the organization supports timely and safe access to medical appointments.

About the Opportunity

The Bilingual (English/Spanish) Customer Service Representative is responsible for managing inbound and outbound communications to schedule rides, verify eligibility, and resolve transportation issues. This role is critical in ensuring members receive empathetic and accurate support, directly impacting their ability to attend healthcare appointments. The position contributes to building and sustaining an effective contact center team.

Responsibilities

• Answer inbound calls to assist with scheduling, updating, or canceling transportation
• Make outbound calls to confirm trips, provide updates, and follow up on issues
• Verify eligibility, benefits, and trip information using internal systems
• Communicate clearly about pickup times, provider details, and ride expectations
• Address concerns such as late drivers or missed pickups
• Escalate complex issues to supervisors or Tier 2 support
• Document all interactions accurately in the CRM system
• Comply with state Medicaid, HIPAA, and transportation regulations
• Maintain precise documentation and adhere to scripts and workflows
• Meet key performance indicators including quality, average handle time, adherence, attendance, and accuracy
• Participate in training, coaching, and team meetings
• Collaborate with supervisors, dispatch, quality assurance, and training teams to enhance member experience

Requirements

• Fluency in English and Spanish is mandatory
• Ability to start on July 20, 2026
• Minimum of one year experience in call center, customer service, healthcare, transportation, or similar roles
• Possession of own equipment for remote work
• Strong communication skills and ability to remain calm under pressure
• Proficiency in navigating multiple computer systems and fast documentation
• Detail-oriented with strong problem-solving skills
• Reliable attendance and punctuality
• Availability to work scheduled shifts including weekdays, weekends, and some holidays
• Preferred experience includes NEMT, Medicaid, healthcare call centers, or insurance environments

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.