*Part-Time* Customer Service Representative

About the Company

MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on providing a better experience for members who depend on transportation to access healthcare. We’re assembling a team of compassionate, detail-oriented Customer Service Representatives who want to make a meaningful difference every day.

Training begins August 24th and although these roles are part-time, you MUST be available for training the week of August 24 from 9:00 AM - 5:00 PM Monday - Friday. The second week of training you can move to your part-time schedule.

Schedule

The following 4 PART-TIME shifts are available for fully remote work. Each shift is 20 hours per week. You MUST be able to work one of these 4 shifts:

• Saturday and Sunday, (10-hour shifts): 8:00 a.m.–6:30 p.m. or 9:00 a.m.–7:30 p.m.
• Monday–Friday, (4-hour shift): 7:00 a.m.–11:00 a.m.
• Monday, Tuesday, Wednesday, Thursday, (5-hour shift): 8:00 a.m.–1:00 p.m.

Responsibilities

Member Support & Ride Scheduling

• 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.

Issue Resolution

• 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.

Accuracy & Compliance

• 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.

Performance & Teamwork

• 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.

Requirements

• 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
• MUST HAVE YOUR OWN EQUIPMENT.
• 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.
• Contact center hours include weekdays, weekends, and some holidays.

Preferred Qualifications

• Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.

Skills and Competencies

• Customer-first mentality
• Strong verbal communication
• Multitasking and time management
• Accuracy and attention to detail
• Ability to follow processes and adapt in a startup environment
• Team-oriented mindset