Customer Service Representative

About the role

The Customer Service Representative (CSR) at MediDrive is a key member of our Richmond, VA contact center. This position focuses on handling inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist 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.

Qualifications

• 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
• 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.
• Must be on-site full-time in Richmond, VA.

Preferred Experience

• In NEMT, Medicaid, healthcare call centers, or insurance environments.
• Bilingual (English/Spanish).