What are the responsibilities and job description for the CSR 1 position at Coordinated Transportation Solutions?
Essential Duties and Responsibilities:
- Acts as the first point of contact with all customers, taking non-emergency transportation reservations through various sources. Securing transportation with vendors, verifying client eligibility and confirming medical appointments.
- Manages high volume of inbound and outbound calls within specified performance metrics, including average handle time
- Maintains an acceptable level of quality assurance, within specified performance metrics, company policies and procedures and compliance to contractual plan call handling processes
- Remains available and engaged to assist with call volume as scheduled, achieving departmental schedule adherence goals
- Verifies client eligibility and confirms medical appointments
- Maintains a positive attitude, adapt to a team spirit and work well with others
- Confirms that requests for transportation are an approved facility per their health plan
- Evaluates client transportation needs and makes costs effective decisions
- Refers reductions in services and denials to Manager for appropriate action
- Records incidents and complaints and refers to Manager for resolution
- Manages requests using telephone, voicemail, and computerized scheduling systems
- Performs within company attendance guidelines, and works overtime when required
- Makes suggestions for improvement in the daily call center operation
- Shares in the ownership of the overall departmental performance, including auditing on an as needed basis
- Participates in cross training of responsibilities as appropriate
- Have a willingness to accept coaching and feedback from coworkers, Team Leads and Managers
- TRAINING CLASS WILL BEGIN 4/20/26-5/8/26------Monday-Friday 8:00am-5:00pm, remain onsite for 60 days.