Job description
More Information about this Job:
BASIC FUNCTION S :
Utilizing the provided tools including Ecolane, CloudTrans, and Crexendo the NEMT Cancellation and No - Show Specialist will receive member cancellations and no-shows received via email, Ecolane (alerts , MDT , and IVR ) and Crexendo and respond as needed including but not limited to verifying if future trips need to be cancelled, reaching out to providers and/or members , recording repeat no-shows, and sharing data with First Transit . The specialist shall deliver a high level of customer service and data entry accuracy and meet set standards.
This position supports all units within ComTrans NEMT Operations and upholds the ComTrans mission and goals. This position utilizes business knowledge, independent and creative thinking. ComTrans is a safety sensitive company.
Job description(s) are subject to change based on business necessity.
EMPLOYEE STATUS: Full-time, $20 per hour/D.O.E./non-exempt.
REQUIREMENTS:
Education: High School Graduate or equivalent preferred but not required .
Age: All ComTrans employees must be at least 18 years old .
Experience: 1 to 2 years of call center experience preferred .
Skills, Knowledge and Abilities:
Employee must:
RESPONSIBILITIES:
REPORTING RELATIONSHIP:
This position reports to the Call Center Supervisor
MEASUREMENTS OF PERFORMANCE:
The Leadership Team will evaluate the performance contribution and effectiveness of each Call Taker using the following criteria:
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
BASIC FUNCTION S :
Utilizing the provided tools including Ecolane, CloudTrans, and Crexendo the NEMT Cancellation and No - Show Specialist will receive member cancellations and no-shows received via email, Ecolane (alerts , MDT , and IVR ) and Crexendo and respond as needed including but not limited to verifying if future trips need to be cancelled, reaching out to providers and/or members , recording repeat no-shows, and sharing data with First Transit . The specialist shall deliver a high level of customer service and data entry accuracy and meet set standards.
This position supports all units within ComTrans NEMT Operations and upholds the ComTrans mission and goals. This position utilizes business knowledge, independent and creative thinking. ComTrans is a safety sensitive company.
Job description(s) are subject to change based on business necessity.
EMPLOYEE STATUS: Full-time, $20 per hour/D.O.E./non-exempt.
REQUIREMENTS:
Education: High School Graduate or equivalent preferred but not required .
Age: All ComTrans employees must be at least 18 years old .
Experience: 1 to 2 years of call center experience preferred .
Skills, Knowledge and Abilities:
Employee must:
- Communicate effectively in English, both verbally and in writing .
- Be well organized, efficient, and abl e to prioritize duties.
- Strong time management .
- Be able to utilize technology including Microsoft Office Programs, multi-line phone systems and, i nternal web-based programs including but not limited to Ecolane, CloudTrans, and Crexendo .
- Touch typing - 40wpm or more preferred .
- Provide a high level of customer service to both internal and external customers .
- Ability to perform in a professional, businesslike manner and to the highest standard of professional conduct .
- Be detailed oriented with a high level of accuracy .
- Deescalate situations effectively .
- Work independently .
- Work well with others .
- Be a strong team player .
- Use sound judgment, m ake timely decisions , and solve problems .
- Possess exceptional follow-up skills .
- Work well under pressure .
RESPONSIBILITIES:
- Manage member-initiated cancellations in a timely manner.
- Manage member no-shows in a timely manner.
- Monitor and respond to emails and messaging applications in a timely manner .
- Collaborate with Ride to Care partners in managing a member no-show list and coordinate a timely response.
- Follow up with members, care givers, and/or facilities, as appropriate, to determine if future trips should be cancelled or modified to avoid continued no-shows and/or trip scheduling issues.
- Provide consistently responsive and professional customer service.
- Conduct self-audits to ensure a high level of data entry accuracy .
- Participate in workgroups to brainstorm improvements in efficiencies .
- Meet or exceed c all and data entry goals as set by Manager/Call Center Supervisor
- Adhere to work schedule.
REPORTING RELATIONSHIP:
This position reports to the Call Center Supervisor
MEASUREMENTS OF PERFORMANCE:
The Leadership Team will evaluate the performance contribution and effectiveness of each Call Taker using the following criteria:
- Attendance and Reliability .
- High level of customer servic e .
- Timeliness, accuracy & completion of all duties .
- Meeting data entry and program goals .
- Activities are consistent with company policy .
- Level of professionalism with internal and external customers .
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
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