Medical Call Handler

This position is responsible for providing exceptional customer service and 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.

Key Responsibilities:

• Call Taking & Customer Service:
• Answer incoming calls professionally and courteously using 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 dispatch 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 support or safety coordinators.
• Redirect client, driver, and healthcare provider inquiries about service policies, trip expectations, and company guidelines to administrative teams.
• Live Driver Monitoring & Compliance:
• Track vehicle movement, ensuring adherence to schedules and trip assignments.
• Identify potential delays, traffic issues, or safety concerns and promptly notify drivers and clients.
• Report driver's compliance issues with company policies, traffic laws, and healthcare transportation regulations.
• Conduct driver check-ins and ensure accurate reporting of trip statuses.
• Redirect drivers who need assistance documenting incidents, accidents, or service-related issues for management review.
• Data Entry & Documentation:
• Maintain accurate and up-to-date trip records, client information, and driver logs.
• Input trip details into dispatch software and update any modifications in real-time (assigned and reassigned trip details).
• Ensure that daily trip completion, cancellations, and service performance are recorded.
• Ensure proper documentation of all calls, complaints, and service resolutions.
• HIPAA Compliance & Confidentiality:
• Handle sensitive patient information in compliance with HIPAA regulations and confidentiality policies.
• Ensure that all client details, medical appointment information, and personal health records remain secure.
• Only share necessary trip details with drivers while protecting patient privacy.
• Adhere to HIPAA guidelines when communicating with healthcare providers and clients regarding trip details.
• Report any breaches of confidentiality or suspicious activity related to client information.

Qualifications & Requirements:

• Experience in NEMT dispatching or customer service (preferred).
• Ability to learn our dispatch software or other NEMT dispatching platforms.
• Familiarity with designated 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.
• Reliable internet connection and ability to work remotely in a specified schedule.

About Us

We are a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool.

We believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.