Program Specialist - Service Concerns

Hopelink • Bellevue, WA

2d • $25

About The Position

The Non-Emergency Medical Transportation (NEMT) Program Specialist – Service Concerns is responsible for collecting and responding to Brokerage feedback that is tracked for process improvement efforts, responding to client concerns, and reviewing service partner and internal response statements. This role will work closely with internal departments, service partners, facilities, and other vendors to resolve, track, and prevent client concerns.

The ideal Service Concerns Specialist has experience working in a customer service capacity and resolving complaints. They are detail-oriented, adept at de-escalating, and possess the ability to communicate client concerns or complaints with internal and external teams.

Requirements

• Two (2) years’ experience working in a customer service capacity and/or researching and resolving customer complaints, with a demonstrated ability to accomplish goals and creatively problem-solve issues.
• High level of research and documentation skills. Familiarity with Microsoft Office suite.
• Ability to prioritize and manage multiple tasks with accuracy and in an organized manner; detail-oriented.
• Exceptional verbal and written communication skills. Experience with de-escalating situations and responding to concerns with tact, courtesy, good judgement, and data-driven decisions.
• This position is a Service Critical Employee with specific attendance requirements.
• Employee must manage own transportation needs in adverse weather, including possible limitations to public transportation options. Regular attendance and punctuality are essential to our business and to this position.

Responsibilities

• Receives and processes all escalated complaints. Independently evaluates the escalated complaint’s content and supporting data, provides recommendations for further investigation.
• Conducts initial review of client denials.
• Documents and distributes complaints for investigation; receives, reviews, and interprets investigative reports for complaint closure.
• Interfaces with all parties to ensure timely complaint investigation, escalation, and closure with appropriate documentation.
• Responds to customer inquiries, concerns, and questions in a timely manner, managing and resolving problems as necessary.

Benefits

• Up to 10 paid vacation and sick days annually and 10 paid holidays,
• Plus up to 7 paid float days available to use immediately; dependent on hire date and hours/week.
• Medical, Dental, and Vision benefits after 1 month waiting period.
• Flexible Spending Accounts; 401k with Employer Match; Life, Disability & Accident coverage.
• Wellness Program; Employee Resource Groups; Employee Assistance Program; Employee Discount Opportunities; Training Classes.
• Internal Career Opportunities; Professional Development; Leadership Development; Career Path Coaching.
• Annual Performance Reviews with Merit Increase Opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees