Customer Service Representative
1 day ago
This role is provided by a leading outsourcing company. Your actual compensation will be based on your skills and experience — talk with your recruiter to learn more.
Job OverviewWe are seeking a detail-oriented, customer-focused NEMT Dispatcher (Offshore Call Taker) to assist in already scheduled and coordinated non-emergency medical transportation services.
The call taker will use software for dispatching and live driver monitoring while ensuring seamless communication between clients, drivers, and healthcare providers.
The ideal candidate will handle inbound and outbound calls professionally, assist customers and drivers with trip inquiries, address service inquiries, reroute trips to another available driver if the original driver cannot perform the trip, and ensure compliance with HIPAA policies.
This position requires strong organizational skills, effective communication, and the ability to troubleshoot real-time dispatching issues efficiently.
Key Responsibilities:- Call Taking & Customer Service:
- Answer incoming calls professionally and courteously using VOIP or other designated communication platforms
- Assist clients and drivers with trip inquiries, modifying or canceling trips based on clients' medical appointments and transportation needs
- Monitor driver locations and adjust routes in real-time to address delays, no-shows, or last-minute trip changes.
- Communicate live updates to drivers, ensuring smooth pick-ups and drop-offs.
- Verify client eligibility for services and ensure accurate data entry into software.
- Provide clients with trip confirmations, estimated pick-up times, and driver details.
- Address client concerns, complaints, and special requests while maintaining professionalism and empathy.
- Maintain a calm and professional demeanor when handling difficult or frustrated clients.
- Redirect drivers with navigation, trip-related inquiries, or unforeseen issues to the driver's support or safety coordinator.
- Redirect client, driver, and healthcare provider inquiries about service policies, trip expectations, and company guidelines to the admin team.
- Experience in NEMT dispatching or customer service (preferred)
- Ability to learn our dispatch software or other NEMT dispatching platforms
- Familiarity with VOIP or similar call center communication systems
- Strong customer service skills, including conflict resolution and patience
- Ability to multi-task in a fast-paced, high-call-volume environment
- Excellent verbal and written communication skills in English
- Strong problem-solving and critical-thinking skills
- Knowledge of HIPAA policies and confidentiality best practices
About this opportunity
This is an excellent chance to grow with a leading outsourcing company, working remotely from any location, while maximizing your professional growth and earning potential.
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