What are the responsibilities and job description for the Member Advocate | Bilingual (Spanish) position at Professional Management Enterprises?
Description
Summary
Member Advocates are the frontline representatives and image of WellTrans Non-Emergency Medical Transportation (NEMT.) A typical day involves: handling all calls via an automated call distribution system, verification of member eligibility, and appropriately and adequately addressing internal and external customer questions, and inquiries.
Agents will provide courteous and professional service to managed care entity partners and members, strive to ensure that all interactions with members result in a positive image of the company, and help to resolve any complaints and answer any questions.
The position is on-site; remote positions are not available.
About WellTrans
WellTrans is dedicated to eliminating transportation as a barrier to good health by ensuring members can reliably reach the care they need. With over 20 years of experience serving the Medicaid and Medicare community, the company prioritizes safe, secure, and on-time transportation for every trip. WellTrans works closely with members to understand and meet their transportation needs while supporting a network of providers that offer a wide range of accommodations, including wheelchair-accessible vehicles, bus service, and overnight trips. By coordinating the logistics, WellTrans allows members to focus on their health while receiving dependable service from a team that is deeply connected to the communities it serves.
WellTrans is a Certified Minority and Disabled Veteran owned business and an equal opportunity employer.
Indianapolis, IN
Job Duties:
- Address and resolve member complaints, concerns, and inquiries in a timely and professional manner.
- Follow established communication guidelines and scripts when assisting with various member topics.
- Build strong relationships with members by actively listening to their needs and providing exceptional customer service.
- Assess member needs and offer appropriate solutions or alternatives to ensure satisfaction.
- Achieve individual performance goals while contributing to overall team and organizational targets.
- Respond promptly and professionally to requests from both members and transportation providers.
- Complete additional duties and responsibilities as assigned by management.
Pay & Benefits
$16.00/hour – with chance for advancement
Overtime potential
Variable working schedules
Paid Training
Company sponsored health, vision, dental insurance (optional additional coverage available)
Paid Time Off
Paid Holidays
Employee Assistance Program
Requirements
Requirements
- High school diploma or equivalent required.
- 1–2 years of call center or customer service experience.
- Ability to pass a criminal background check and drug screening.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong verbal and written communication skills.
- Excellent customer service skills, including the ability to assist members professionally in challenging situations.
- Ability to understand and follow written and verbal instructions and take direction from supervisors.
- Professional appearance and demeanor.
- Ability to communicate effectively with individuals at all levels and from diverse backgrounds.
- Bilingual in English and Spanish; industry knowledge is a plus but not required.
Salary : $16