Customer Service Representative

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. Our new location in Denver Colorado is central to that mission, and we’re assembling a team of compassionate, detail-oriented Customer Service Representatives who want to make a meaningful difference every day.<br /><br />This position is remote but priority will be given to candidates who live in the state of Colorado.<br /><br />Position Summary<br />The Customer Service Representative (CSR) handles inbound and outbound calls 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 team players who communicate effectively, excel in a fast‑paced environment, and are eager to help build a new contact center from the ground up.<br /><br />Member Support &amp; Ride Scheduling<br /><br />Answer inbound calls and assist members with scheduling, updating, or canceling transportation.<br /><br />Make outbound calls to confirm trips, provide updates, or follow up on issues.<br /><br />Use internal systems to verify eligibility, benefits, and required trip information.<br /><br />Provide clear communication regarding pickup times, provider information, and ride expectations.<br /><br />Handle concerns related to late drivers, missed pickups, or other transportation challenges.<br /><br />Escalate urgent or complex situations to supervisors or Tier 2 support.<br /><br />Document all interactions clearly and accurately in the CRM system.<br /><br />Accuracy &amp; Compliance<br /><br />Follow all state Medicaid, HIPAA, and transportation compliance requirements.<br /><br />Ensure complete and precise documentation for each call.<br /><br />Adhere to scripting, system workflows, and quality assurance guidelines.<br /><br />Performance &amp; Teamwork<br /><br />Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. Participate in training, coaching, and team huddles.<br /><br />Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.<br /><br />Qualifications<br />Required<br /><br />1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.<br /><br />Functional home office set‑up (computer, monitors, headset, reliable home internet service)<br /><br />Strong communication skills and ability to remain calm under pressure.<br /><br />Comfort navigating multiple computer systems and documenting quickly.<br /><br />Detail‑oriented with strong problem‑solving ability.<br /><br />Reliable attendance and punctuality.<br /><br />Contact center hours include weekdays, weekends, and some holidays.<br /><br />Preferred<br /><br />Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.<br /><br />Skills and Competencies<br /><br />Customer‑first mentality<br /><br />Multitasking and time management<br /><br />Accuracy and attention to detail<br /><br />Ability to follow processes and adapt in a startup environment<br /><br />#J-18808-Ljbffr