Focus Member Coordinator

Key Responsibilities

• Deliver high-quality, personalized service to Focus Members, ensuring their unique needs are met with empathy and efficiency.
• Proactively confirm and support upcoming rides in coordination with the Routing Team, guided by member tier designations.
• Provide real-time assistance through the Focus Member phone line, addressing inquiries and mobility accommodations with tact and professionalism.
• Monitor the Focus Member Dashboard to track key metrics, active memberships, and expiration dates.
• Identify and escalate errors, discrepancies, or potential service issues.
• Maintain accurate records to ensure continuity and quality of service.
• Partner with Routing, Network, and Member Services teams to resolve issues before they impact members.
• Share insights and feedback to improve workflows and enhance member experience.
• Ensure consistent, clear communication across all stakeholders supporting Focus Members.
• Act as an advocate for Focus Members, ensuring their needs are prioritized in line with SafeRide’s mission.
• Uphold SafeRide’s standards of compassion, professionalism, and member-first service delivery.

Required Qualifications

• A high school diploma or equivalent.
• Strong communication skills (verbal, written, and phone-based).
• Demonstrated empathy, professionalism, and problem-solving ability in member or customer interactions.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Demonstrated empathy, professionalism, and problem-solving ability in member or customer interactions.

Preferred Qualifications

• An associate’s degree in Healthcare, Communications, or related discipline.
• Familiarity with dashboards, reporting tools, or CRM systems.
• Prior exposure to working with vulnerable or high-acuity populations.
• Experience in healthcare services, transportation coordination, or member services.