Member Advocate | Call Center Representative
About The Position
Member Advocates serve as the first point of contact and represent the face of WellTrans Non-Emergency Medical Transportation (NEMT). They manage inbound calls through an automated call distribution system, verify member eligibility, and respond to questions and inquiries from internal and external customers. The role provides courteous, professional, and knowledgeable service to members and managed care partners, addresses concerns, resolves complaints, and provides accurate information and support. This is an on-site position; remote work opportunities are not available. WellTrans works to eliminate transportation as a barrier to good health by helping members reliably reach needed care. The company has over 20 years of experience serving the Medicaid and Medicare community and coordinates safe, secure, and on-time transportation, including accommodations such as wheelchair-accessible vehicles, bus service, and overnight trips. WellTrans is a Certified Minority and Disabled Veteran owned business and an equal opportunity employer.
Requirements
- High school diploma or equivalent required.
- 1–2 years of call center or customer service experience.
- Ability to pass a criminal background check and drug screening.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong verbal and written communication skills.
- Excellent customer service skills, including the ability to assist members professionally in challenging situations.
- Ability to understand and follow written and verbal instructions and take direction from supervisors.
- Professional appearance and demeanor.
- Ability to communicate effectively with individuals at all levels and from diverse backgrounds.
Nice To Haves
- Bilingual in English and Spanish preferred.
- Industry knowledge is a plus but not required.
Responsibilities
- Address and resolve member complaints, concerns, and inquiries in a timely and professional manner.
- Follow established communication guidelines and scripts when assisting with various member topics.
- Build strong relationships with members by actively listening to their needs and providing exceptional customer service.
- Assess member needs and offer appropriate solutions or alternatives to ensure satisfaction.
- Achieve individual performance goals while contributing to overall team and organizational targets.
- Respond promptly and professionally to requests from members and transportation providers.
- Complete additional duties and responsibilities as assigned by management.
- Manage inbound calls through an automated call distribution system, verify member eligibility, and respond to questions and inquiries.
Benefits
- Paid training
- Company-sponsored health insurance, with optional additional coverage available
- Company-sponsored vision insurance, with optional additional coverage available
- Company-sponsored dental insurance, with optional additional coverage available
- Paid time off
- Paid holidays
- Employee Assistance Program
- Overtime potential
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
