Customer Service Representative

Job Description

Job Description

About MediDrive

MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on providing a better experience for members who depend on transportation to access healthcare. Our Richmond, VA contact center is central to that mission, and we’re assembling a team of compassionate, detail-oriented Customer Service Representatives who want to make a meaningful difference every day.

THIS POSITION IS ON-SITE AT OUR GLEN ALLEN LOCATION (IN INNSBROOK)

AVAILABLE SHIFTS:
09:00 AM – 5:00 PM
10:30 AM – 6:30 PM
12:30 PM – 8:30 PM

Position Summary

The Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up.

Essential Responsibilities

Member Support & Ride Scheduling

• Answer inbound calls and assist members with scheduling, updating, or canceling transportation.
• Make outbound calls to confirm trips, provide updates, or follow up on issues.
• Use internal systems to verify eligibility, benefits, and required trip information.
• Provide clear communication regarding pickup times, provider information, and ride expectations.

Issue Resolution

• Handle concerns related to late drivers, missed pickups, or other transportation challenges.
• Escalate urgent or complex situations to supervisors or Tier 2 support.
• Document all interactions clearly and accurately in the CRM system.

Accuracy & Compliance

• Follow all state Medicaid, HIPAA, and transportation compliance requirements.
• Ensure complete and precise documentation for each call.
• Adhere to scripting, system workflows, and quality assurance guidelines.

Performance & Teamwork

• Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. Participate in training, coaching, and team huddles.
• Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.

Qualifications

Required

• 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
• Strong communication skills and ability to remain calm under pressure.
• Comfort navigating multiple computer systems and documenting quickly.
• Detail-oriented with strong problem-solving ability.
• Reliable attendance and punctuality.
• Must be on-site full-time in Richmond, VA.
• Contact center hours include weekdays, weekends, and some holidays.

Preferred

• Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.
• Bilingual (English/Spanish).

Skills and Competencies

• Customer-first mentality
• Strong verbal communication
• Multitasking and time management
• Accuracy and attention to detail
• Ability to follow processes and adapt in a startup environment
• Team-oriented mindset