Customer Service Representative - Bilingual

Corporate Transportation Group•Glen Allen, VA

2d•Hybrid

About The Position

MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on improving the experience for members who rely on transportation to access healthcare. Our Richmond, VA contact center is central to that mission, and we’re assembling a team of compassionate, detail-oriented Bilingual (English/Spanish) Customer Service Representatives who want to make a meaningful difference every day. The Bilingual Customer Service Representative (CSR) handles inbound and outbound calls in both English and Spanish to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable, bilingual team players who communicate clearly in both languages, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up.

Requirements

Fluent in both English and Spanish (verbal and written).
1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
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.
Must be on-site full-time in Richmond, VA.
Contact center hours include weekdays, weekends, and some holidays.

Nice To Haves

Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.
Prior experience supporting Spanish-speaking populations in a customer service or healthcare setting.

Responsibilities

Answer inbound calls and assist members in English and Spanish with scheduling, updating, or canceling transportation.
Make outbound calls in both languages to confirm trips, provide updates, or follow up on issues.
Use internal systems to verify eligibility, benefits, and required trip information.
Provide clear, culturally competent 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 the member experience.