Bilingual NEMT Customer Service Specialist; CSR & Dispatch

We are seeking an experienced and highly skilled Bilingual Spanish-Speaking Customer Service Representative (CSR) who is dedicated to providing excellent customer service and supporting the safe and efficient coordination of non-emergency medical transportation (NEMT) services.

As a CSR, you will serve as an important first point of contact for patients, healthcare facilities, case managers, and other customers. You will be responsible for providing professional assistance in both English and Spanish while accurately coordinating transportation requests and maintaining customer information.

This position will also include cross-training in Dispatch operations. Once fully trained and qualified, the CSR may provide dispatch support as needed to assist with operational coverage, service continuity, and transportation coordination. The primary function of the position is Customer Service, with Dispatch responsibilities assigned based on business needs, training, and demonstrated competency.

• Answer incoming customer calls and provide clear, accurate, and professional assistance in English and Spanish.
• Schedule and coordinate non-emergency medical transportation for patients according to established procedures and service requirements.
• Gather and verify all information necessary to accurately schedule transportation.
• Verify member insurance eligibility and transportation benefits when required.
• Update and maintain patient and account information accurately in the appropriate systems.
• Communicate effectively with patients, healthcare facilities, case managers, health plans, and other authorized contacts.
• Address customer questions, concerns, and service issues promptly and professionally.
• Assist customers with changes, cancellations, trip updates, and other transportation-related requests.
• Coordinate with Dispatch regarding trip availability, driver assignments, delays, changes, and other operational needs.
• Document calls, customer interactions, and transportation-related information accurately and timely.
• Follow all company policies, procedures, customer service standards, and NEMT requirements.
• Protect confidential patient and customer information at all times.
• Maintain professionalism and composure when handling high-volume calls, difficult situations, or escalated customer concerns.

After successful completion of CSR training and upon demonstrating proficiency in the required customer service functions, the employee will receive cross-training in Dispatch operations.

Cross-training may include:

• Learning the daily functions, workflow, and responsibilities of the Dispatch department.
• Monitoring scheduled transportation and identifying potential service issues.
• Assisting with driver communication and transportation updates.
• Supporting driver assignment and trip coordination under established procedures.
• Monitoring trip status, pickup times, delays, and other operational information.
• Communicating transportation changes or service issues to appropriate team members.
• Assisting Dispatch with trip updates, driver outreach, and other assigned operational tasks.
• Escalating safety, service, or operational concerns to the appropriate supervisor or manager.
• Providing Dispatch coverage or support when business needs require it and the employee has been appropriately trained and authorized.
• Maintaining accurate documentation of dispatch-related activities.
• Following all Dispatch procedures, escalation protocols, and communication standards.

Important: Cross-training does not automatically authorize the employee to independently perform all Dispatch functions. Dispatch duties will be assigned based on the employee's training, demonstrated competency, and operational needs.

• Fluent in English and Spanish, with excellent verbal and written communication skills.
• Previous customer service, call center, healthcare, transportation, NEMT, dispatch, or related experience preferred.
• Strong multitasking and organizational skills with the ability to work effectively in a fast-paced, high-volume call center environment.
• Excellent problem-solving and conflict-resolution skills.
• Exceptional phone etiquette and customer service skills.
• Ability to communicate professionally with patients, healthcare professionals, case managers, drivers, and internal departments.
• Strong attention to detail and commitment to accuracy.
• General computer proficiency and ability to learn and navigate multiple…