Member Advocate

Summary

The Call Center Representative is the frontline representative and image of WellTrans NEMT. A typical day involves: handling all calls via an automated call distribution system related to all details of member trips; verification of member eligibility; and appropriately and adequately addresses internal and external customer questions, and inquiries. The Call Center Representatives will provide courteous and professional service to managed care entity partners and the members we serve; strives to ensure that all interaction with members results in a positive image of the company. Helps deal with and resolve any complaints and answer any questions . The position is on-site; remote positions are not available.

Duties

• Provides timely resolution of member complaints, concerns, and inquiries.

• Follow communication “scripts” when handling different topics.

• Builds effective relationships and trust with members by listening to their needs and going the extra mile.

• Identify members’ needs, clarify information, research every issue and provide solutions and/or alternatives

• Meet personal and company qualitative and quantitative targets

• Responds professionally to all provider and member requests.

• Performs other related duties as assigned by management

Salary / Benefits

15.00/hour – with chance for advancement after 90 days.

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

About WellTrans

At WellTrans, our goal is to put an end to transportation being a barrier to people’s good health. Our top priority is our members. We understand our members must have the ability to get the necessary care they need. That is why we are committed to providing on-time, reliable service in a safe and secure manner for every member who travels with us. We communicate and work with our members to ensure their transportation needs are met… Every. Single. Trip.

WellTrans is a Certified Minority and Disabled Veteran owned business and an equal opportunity employer.Member Advocate

Indianapolis, IN

Summary: The Call Center Representative is the frontline representative and image of WellTrans NEMT. The Call Center Representative will handle a variety of tasks but will consist primarily of handling inbound and outbound calls from Members, Providers and Facilities. The Call Center Representatives will provide courteous and professional service to managed care entity partners and the members we serve; strives to ensure that all interaction with members results in a positive image of the company. Helps deal with and resolve any complaints and answer any questions.

• Provides timely resolution of member complaints, concerns, and inquiries.

• Follow communication “scripts” when handling different topics.

• Builds effective relationships and trust with members by listening to their needs and going the extra mile.

• Identify members’ needs, clarify information, research every issue and provide solutions and/or alternatives

• Meet personal and company qualitative and quantitative targets

• Responds professionally to all provider and member requests.

• Performs other related duties as assigned by management

Requirements

• 1-2 years call center experience or equivalent

• Ability to pass a criminal background check and drug screen.

• Ability to effectively take direction

• Knowledge of industry is recommended but not required

• Bilingual (English/Spanish) is preferred

• Excellent customer service skills including dealing with potentially difficult members

• Excellent verbal a nd written communication skills

• Proficient on Microsoft Office

• Ability to understand and follow written and verbal instructions

• Professional appearance and demeanor

• Ability to effectively communicate with people at all levels and from various backgrounds

• Versatility, flexibility, and a willingness to work enthusiastically within a constantly changing environment