Transportation Rep

Description Must Have Call Center Expereince

Through member and provider contact, coordinate accurate and efficient transportation of members to health-related appointments. Contact will take place via telephone, fax, voicemail and in person. Specific duties and responsibilities include:

Answer, resolve, track and document telephone calls from members and providers in a timely and professional manner. Interpret member eligibility and coverage through thorough knowledge of the contracts, policies and procedures. Communicate with internal departments, members, providers and other customers regarding the transportation benefit in both verbal and written form, including faxing rides to providers at the appropriate times.

·Evaluate rider needs to provide best use of provider resources including bus passes, vans, or taxi cabs.

·Identify trends/issues that emerge in calls/correspondence, and inform Sr. Representative or Supervisor. Assist in the development and communication of resolutions to internal staff as requested.

·Demonstrate and maintain a thorough and complete working knowledge of appropriate information management systems and the ACD phone system.

·Maintain good working relationships and open communication with internal and external customers.

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