Customer Service Representative

Remote/Hybrid Opportunities Available, CT

Under the direct supervision of the Contact Center Manager, the Customer Service Representative 1 is responsible for providing exemplary customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers, and CTS’s Non-Emergency Medical Transportation Provider Network.  Using the knowledge of company products, services, and policies to assist callers with transportation needs through listening, understanding their needs and offering solutions.

Essential Duties and Responsibilities:

Acts as the first point of contact with all customers, taking non-emergency transportation reservations through various sources. Securing transportation with vendors, verifying client eligibility, and confirming medical appointments.

Manages high volume of inbound and outbound calls within specified performance metrics, including average handle time

Maintains an acceptable level of quality assurance, within specified performance metrics, company policies and procedures and compliance to contractual plan call handling processes

Remains available and engaged to assist with call volume as scheduled, achieving departmental schedule adherence goals

Verifies client eligibility and confirms medical appointments

Maintains a positive attitude, adapt to a team spirit, and work well with others

Confirms that requests for transportation are an approved facility per their health plan

Evaluates client transportation needs and makes costs effective decisions

Refers reductions in services and denials to Manager for appropriate action

Records incidents and complaints and refers to Manager for resolution

Manages requests using telephone, voicemail, and computerized scheduling systems

Performs within company attendance guidelines, and works overtime when required

Makes suggestions for improvement in the daily call center operation

Shares in the ownership of the overall departmental performance, including auditing on an as needed basis

Participates in cross training of responsibilities as appropriate

Have a willingness to accept coaching and feedback from coworkers, Team Leads and Managers

Performs any and all duties consistent with this job description as assigned by management

Completes other duties may be assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:                                                                

High school diploma or general education degree (GED); and a minimum of 1 year of related experience and/or training.

Language Skills (In English- Required):                                                               

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Bilingual capability a plus.

Several Shifts Available |Remote/Hybrid or onsite opportunities available
| COVID Vaccination Required

Mandatory Training:  

                                  6/6/22 - 6/17/22 (8:00am-8:00pm) Hours can vary

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation, or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.

JOB CODE: 1000158