Bilingual Spanish-Speaking Customer Service Representative

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.
Main Customer Service Responsibilities

• 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.

Cross-Training to Dispatch Responsibilities

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.
Job Requirements

• 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 software applications and systems.
• Ability to learn both Customer Service and Dispatch processes and adapt to changing operational priorities.
• Ability to remain calm, professional, and effective during high-volume periods or challenging customer interactions.
• High school diploma or GED required.
• Must be legally eligible to work in the United States.
• Must be able to successfully complete required background screening, drug screening, and reference checks.
• Employment information and references must be verifiable.
• Must be willing and able to participate in required CSR and Dispatch cross-training.

Performance Expectations

The successful candidate is expected to:

• Provide consistent, professional, and compassionate customer service.
• Maintain accurate transportation bookings and customer information.
• Follow established procedures and documentation requirements.
• Demonstrate reliability, punctuality, and accountability.
• Communicate effectively with both internal and external customers.
• Successfully complete required CSR and Dispatch training.
• Demonstrate the ability to transition between Customer Service and assigned Dispatch support functions when operationally necessary.
• Work collaboratively with Customer Service, Dispatch, and other departments to support safe and reliable transportation services.

Additional Information

This is a full-time, onsite position. The primary responsibility of this position is Customer Service, with cross-training and assigned support functions in Dispatch based on operational needs.

An offer of employment is contingent upon successful completion of all required pre-employment conditions, including background and reference checks, drug screening, verification of employment application information, and adherence to company policies and procedures.

The employee may be required to participate in ongoing training, quality assurance activities, coaching, and cross-functional training to maintain proficiency in both Customer Service and assigned Dispatch support functions.
Work schedule

• Monday to Friday
• 8 hour shift
• Day shift

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid time off