Case Monitor I - Paid Training

Responsibilities

• Provides continuous phone support for Case Monitored and VIP members.
• Runs and maintains the daily VIP tracker to monitor Case Monitored/VIP trips.
• Creates and updates transportation reservations, ensuring accuracy and timeliness.
• Communicates with vendors throughout the day to verify availability for unassigned trips.
• Maintains assigned inboxes and responds to emails promptly, ensuring information is documented and routed appropriately.
• Documents trip activity, monitors quality, and follows up with members and vendors to ensure satisfaction.
• Acts as a liaison between members, providers, facilities, and internal departments.
• Assists Dispatch during peak times by handling overflow trip assignments and vendor outreach.
• Maintains system queues for unassigned or at-risk trips and works to secure vendor or fleet coverage.
• Supports Dispatch in managing Case Monitored/VIP trips, ensuring these members receive priority handling.
• Provides backup coverage for dispatchers during breaks, shift gaps, or unexpected absences.
• Collaborates with dispatchers to identify recurring service issues and escalates as needed.

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• At least one (1) year of experience in a call center or transportation operations role.
• Valid Driver’s License and clean driving record.
• Ability to spend up to 50% of isolated shifts driving to and from special events in company vehicle.
• Strong communication skills with ability to de-escalate member concerns.
• Proficiency in Microsoft Office (Word, Excel, SharePoint) and dispatch software.
• Able to work flexible hours, including evenings, weekends, and holidays.

Benefits

• Health, Vision, and Dental Insurance
• Life Insurance and AD&D
• Paid Time Off (PTO)
• Sick Time
• Holiday Pay
• Floating Holidays
• 401k
• Employee Discounts
• Employee Assistance Program (EAP)
• Bilingual Pay Offered

Performance Requirements

• Knowledge, skills and abilities:
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
• At least one (1) year of experience in a call center or transportation operations role.
• Must have valid Driver’s License and clean driving record.
• Ability to spend up to 50% of isolated shifts driving to and from special events in company vehicle.
• Strong communication skills with ability to de-escalate member concerns.
• Proficiency in Microsoft Office (Word, Excel, SharePoint) and dispatch software.
• Able to work flexible hours, including evenings, weekends, and holidays.

Basic Job Purpose

Under the supervision of the Dispatch Supervisor, the Case Monitor I is responsible for enhancing the transportation experience of Call the Car’s Case Monitored and VIP members by coordinating trips, monitoring quality, and providing overflow assistance to the Dispatch team. This role bridges case management and dispatch operations to ensure members receive safe, timely, and reliable transportation.