CSR I

About the Company:Call the Car was founded when a gap in care was identified preventing those most in need from attending important medical appointments. Our mission is to redefine non-emergency medical transportation as a pivotal component of healthcare, aiming to provide equitable access to medical services and addressing crucial Social Determinants of Health (SDoH).About the Role:Reporting directly to the Call Center Manager, the Customer Service Representative I (CSR I) communicates with members regarding their medical transportation needs. This includes creating, activating, and troubleshooting reservations. The role’s success is primarily determined by the quality and quantity of incoming/outgoing calls.Performance Qualifications:1 + year Customer Service experience preferred. Call Center experience preferred. Must pass a Criminal Background Screening. Must pass government exclusion list at time of hire and monthly thereafter. Basic experience using PC software programs including Microsoft Office Suite.  Able to type at least 40 wpm. Ability to take high volume of inbound calls. Ability to make high volume of outbound calls. Responsibilities:The Customer Service Representative I handles incoming phone calls regarding our members’ transportation needs. This includes, but is not limited to the following responsibilities: Creates and updates transportation reservations by phone.Verifies member appointment date and time. Communicates driver estimated time of arrival to callers. Activates will-call pickups.Notifies dispatcher roles of any issues or changes made to vendor details. Processes cancellations and cancellation notifications to vendor. Coordinates trip status updates between drivers, members, and other related CTC staff.Maintains clear communication between Members, Providers, Drivers, Appointment Facilities, Dialysis Centers, Dispatchers, and CTC Management. Maintains a high level of accuracy with all aspects of the position. Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents. Meets the Key Performance Indicators: AHT (Average Handling Time): 6 minutes Quality Assurance: 85% Occupancy: 80% Performs any other duties assigned by managementTypical Working Conditions:The typical working condition for this position is an indoor office, climate-controlled environment with controlled lighting and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. The use of a computer or other office equipment(s) is also a requirement. Light travel may be necessary. Flexibility is important — while most shifts are scheduled during regular business hours, availability during Weekdays, Weekends, Evenings, and Holidays may be required to meet operational demands.