What are the responsibilities and job description for the Escalation Call Center Agent- WellTrans position at Professional Management Enterprises?
Description
Location: Indianapolis, IN Job Type: Full-TimeWellTrans NEMT is hiring Escalation Agents to support our growing call center. This role handles complex issues, urgent trip concerns, and calls that require advanced problem-solving. Escalation Agents work closely with internal teams to resolve service failures, support stranded members, and ensure a positive and safe experience for all. ResponsibilitiesHandle escalated or urgent member and provider calls De-escalate frustrated callers with professionalism and empathy Investigate and resolve complex trip issues (delays, missed trips, safety concerns) Coordinate with Routing, Dispatch, Provider Relations, and leadership Provide real-time follow-up and complete accurate documentation Identify when formal complaints must be submitted through the correct channels Support Member Advocates with questions related to escalation criteria Why Join WellTransGrowing statewide NEMT leader Opportunities for advancement Supportive leadership and team environment Meaningful work helping members access essential care
Requirements
Requirements
At least 5 years of customer service experience with at least 3 years in a call center setting
Strong de-escalation and problem-solving skills
Excellent communication and documentation abilities
Ability to stay calm under pressure and manage high-severity situations
Must work on-site (no remote options)
Salary : $17 - $20
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Escalation Call Center Agent- WellTrans?
Sign up to receive alerts about other jobs on the Escalation Call Center Agent- WellTrans career path by checking the boxes next to the positions that interest you.
Professional Management EnterprisesIndianapolis, IN
Description **Must be able to attend 3 weeks of full-time paid training** This position is on-site; remote positions are not available. About WellTrans Wel...more
Professional Management EnterprisesIndianapolis, IN
Description We are looking for a behavioral health case manager to join our team. This is a full-time, Monday - Friday, 8am-5pm role. This position is comp...more
Not the job you're looking for? Here are some other Escalation Call Center Agent- WellTrans jobs in the Indianapolis, IN area that may be a better fit.
We don't have any other Escalation Call Center Agent- WellTrans jobs in the Indianapolis, IN area right now.
Description: REMOTE || Sunday-Wednesday & Fridays 9:00pm-5:30am (Overnight) Pay: $17/hr. Position Overview We are seeking a detail-oriented, customer-focus...more
Company Description Genesis Call Center recruits, trains, and manages U.S.-based Customer Service Representatives (CSRs) who support national brands across...more
