Customer Service Representative

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MediDrive, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🏥 Healthcare

🚗 Transport

☁️ SaaS

Healthcare • Transport • SaaS

MediDrive is a technology-driven company providing a nationwide Non-Emergency Medical Transportation (NEMT) platform and transportation management system that connects health plans, healthcare providers, transportation providers, and members. The company operates across 48 states, managing tens of thousands of daily trips (20K+), delivering a reported 95% on-time performance and offering a broad vehicle network including ambulatory, wheelchair-accessible, and ambulette options. MediDrive emphasizes automation and analytics—claiming high levels of automated ride management, advanced routing and cost optimization, data insights, fraud prevention, and dedicated account support—while maintaining regulatory and security standards (HIPAA, SOC 2, ISO 27001).

📋 Description

• 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.

🎯 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.