Under the direct supervision of the Contact Center Manager, the Customer Service Representative 1 is responsible for providing exceptional customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers and CTS’ NEMT Provider Network.
Acts as the first point of contact with all customers
Takes NEMT reservations through various sources – primarily through the phone.
Verifies client eligibility and confirms medical appointments
Confirms that requests for transportation are to Medicaid covered services
Evaluates member transportation needs and makes costs effective decisions
Refers reductions in services and denials to Manager for appropriate action
Conducts customer Quality Assurance surveys
Records incidents and complaints and refers to Manager for resolution
Manages requests using telephone, voicemail, and computerized scheduling systems
Maintains manual and electronic data collection systems
Receives, logs, and relays messages to transportation providers
Meets established guidelines for speed of answering calls and abandonment rates
Participates in cross training of responsibilities as appropriate
Works overtime when required
Other duties may be assigned
High school diploma or general education degree (GED). Associates degree a plus
Six months to one year of call center experience
Bilingual (Spanish) capability a strong plus.
Excellent communication, customer service, and interpersonal skills required
Experience with Microsoft Office programs (Word, Excel, Outlook)
Detail oriented Candidates must be able to commit to FULLY attending an eight-day paid Training Program. (no time missed)
MANDATORY TRAINING REQUIREMENT : ***No exceptions will be made for the training dates or times***
Training Dates: Monday 1/15/18 - Friday 1/26/18
Training Hours: 8:30am-5pm each day with a 30 minute unpaid lunch break.
WORK SCHEDULE: CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.
Job Type: Full-time
Following the Mandatory Training Program, new hires will work a fixed 8-hour shift plus a half-hour unpaid lunch (total shift will be 8 1/2 hours). The 8 1/2 hour work shift may include ’8am-4:30pm, 8:30am-5:00pm, 9:30am-6pm, or 11:30am-8pm from Monday –Friday.
Promotional opportunities available based on performance
Salary: $13.20 /hour
Coordinated Transportation Solutions, Inc is a well established yet growing not for profit organization providing non-emergency medical transportation service.