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-Time
Shift: 10:00am-6:00pm WellTrans 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
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