Bilingual (English/Spanish) Customer Service Representative
About The Position
MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on providing a better experience for members who depend on transportation to access healthcare. We’re assembling a team of compassionate, bilingual (ENGLISH/SPANISH), detail-oriented Customer Service Representatives who want to make a meaningful difference every day. The following 6 shifts are available for fully remote work. There are 2 positions available for each shift. You MUST be able to work one of these 6 shifts, must be able to start on July 20th and you MUST be English/Spanish fluently bilingual.
Requirements
- MUST be fluent in English and Spanish
- MUST be able to START on July 20, 2026
- 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.
- Contact center hours include weekdays, weekends, and some holidays.
Nice To Haves
- Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
