Call Center Operator

Professional Management Enterprises • Indianapolis, IN

6d • Onsite

About The Position

The Operator is responsible for managing inbound calls in the queue, ensuring all interactions comply with HIPAA regulations, and following the designated call-handling process based on call type. This role supports efficient call flow and provides timely responses to members and providers. WellTrans is a mission-driven organization committed to providing safe, reliable, and compassionate transportation coordination for members in need. Our team plays a vital role in ensuring members receive timely access to care.

Requirements

• Must be able to follow remote work requirements such as be on camera for your full shift and work in a private and HIPAA compliant space free of others.
• Strong communication and active listening skills.
• Ability to follow structured workflows and policies with precision.
• Reliable, high-speed internet connection.
• Must be able to pass a background check and drug screening.

Nice To Haves

• Previous call center or healthcare-related experience preferred but not required.

Responsibilities

• Confirm each caller’s identity using approved verification steps before discussing any information.
• Record the details and schedule a follow-up for non-urgent requests (more than 48 hours in advance).
• Answer and direct incoming calls in a timely and professional manner.
• Help ensure calls are routed to the correct department or representative to maintain smooth daily operations.
• Transfer the caller immediately to the appropriate support line for urgent or same-day requests.
• Direct the caller to the correct team for real-time ride updates for “Where’s My Ride” inquiries.
• Forward routing questions to the routing department for assistance.
• Accurately record all call details and outcomes in the system.
• Maintain confidentiality and follow all privacy and compliance standards at all times.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed