Call Taker 2

Job Description Summary : | Job Description :

Utilizing the provided tools including Ecolane, CloudTrans, and Crexendo the NEMT Screening Specialist will work to ensure Ride to Care members needs are clearly identified and properly and accurately recorded in their profile including but not limited to the members' mobility needs, their most appropriate mode of transport, level of service, and any other specific needs to ensure and promote safe and efficient transportation to and from covered services.  In addition, they will work closely with the dialysis and A&D schedulers, dispatchers, QA teams, transportation social worker, and no-show coordinators to assist with identifying and addressing transportation challenges.  They will work collaboratively with screening specialists located with the other Ride to Care partners.  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, $22.10-$23.10 per hour/D.O.E./non-exempt. Spanish language stipend available.

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.

Work Schedule:  Flexible and able to meet organizational needs.

Skills, Knowledge, and Abilities:

Employee must:

• Communicate effectively in English, both verbally and in writing.  Bi/multi-lingual preferred, Spanish language proficiency highly desired.
• Strong active listening and critical thinking skills essential.
• Ability to explain complex and nuanced information in an accessible manner.  
• Knowledge and understanding of mobility issues, ADA and NEMT rules and regulations, and Ride to Care transportation provider capacity and capabilities.
• Strong organizational, time management and prioritization skills and the ability to work independently while escalating issues effectively as needed.
• Be able to utilize technology including Microsoft Office Programs, multi-line phone systems and, internal 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 well with others.
• Be a strong team player.
• Use sound judgment, make timely decisions, and solve problems.
• Possess exceptional follow-through and follow-up skills.
• Work well under pressure.

Physical Requirements:
While performing duties of this job, must be able to:

• Stand, reach and extend arms.
• Grasp, feel objects or controls.
• Reach with hands and arms.
• Talk and hear.
• Able to lift at least 10 pounds.
• Sit for extended periods of time.
• Perform repetitive activities such as typing, using a telephone, computer mouse.
• Must have adequate visual acuity as required to perform activities such as viewing a computer terminal, reading.

RESPONSIBILITIES:

• Manage member-initiated cancellations in a timely manner.
• Manage member no-shows in a timely manner.
• Monitor, review, complete initial investigation, and forward any trips that might suggest possible misalignment of member needs, mismanagement of resources, or potential fraud, waste, or abuse of transportation or related services.
• 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 call 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 service.
• 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.

ComTrans, Inc. is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state, or federal laws.

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.