Job Description: Health Care Agent (Contract / 1099 / Part-time/ Full-time)

Position Overview:

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We are looking for a dedicated customer service agent to join our dynamic team in managing non-emergency healthcare transportation benefits. In this role, you will be responsible for ensuring that our members have access to reliable and efficient transportation to and from medical appointments, helping them navigate the complexities of the healthcare system with ease and confidence. You will work closely with members, healthcare providers, and transportation vendors to coordinate services, address concerns, and ensure that every step of the transportation process runs smoothly.

This role is ideal for someone who is passionate about healthcare, has strong problem-solving abilities, and thrives in a fast-paced, customer-focused environment. As part of a managed healthcare organization, you will be instrumental in supporting the organization’s overall goals of improving access to care, enhancing the patient experience, and ensuring compliance with relevant regulations and industry standards.

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Key Responsibilities:

• Coordination of Non-Emergency Healthcare Transportation: Manage and coordinate the transportation needs of patients requiring non-emergency medical transportation, including scheduling, dispatching, and confirming transportation services to ensure patients arrive on time for their appointments.

• Customer Service and Member Support: Provide exceptional support to members by answering their questions, addressing concerns, and resolving issues related to their transportation needs. Offer assistance in booking rides and explaining transportation options.

• Collaboration with Healthcare Providers: Work closely with healthcare providers, medical facilities, and insurance companies to ensure seamless coordination of transportation services for members, including verification of appointment details and transportation eligibility.

• Vendor Management and Liaison: Communicate regularly with transportation vendors and service partners to ensure timely, safe, and cost-effective services are provided to members. Troubleshoot any issues with vendors and ensure that services meet our standards for quality and reliability.

• Data Management and Documentation: Maintain accurate and up-to-date records of all transportation requests, service utilization, and member interactions in compliance with organizational policies and regulatory requirements. Generate reports as needed to track service delivery, costs, and performance metrics.

• Compliance and Regulatory Adherence: Ensure that all transportation services are in compliance with state and federal regulations, including Medicaid and Medicare transportation requirements, and any relevant healthcare standards.

• Problem Resolution and Issue Escalation: Proactively resolve any issues related to transportation delays, cancellations, or service concerns. Escalate unresolved issues to the appropriate department or leadership for further action, ensuring that the member experience is never compromised.

• Continuous Improvement: Contribute to the ongoing development of processes, policies, and systems to improve the efficiency and effectiveness of the non-emergency healthcare transportation program. Identify opportunities to reduce costs, improve service delivery, and enhance overall patient satisfaction.

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Availability needed: 

• Ability to service at least 15 hours a week​​

• After training, you will be able select your preferred hours in-between hours of operation.

• Operation Hours: Monday – Friday 7:00 a.m. – 4:00 p.m.

• Training hours Monday – Friday
  8:00 a.m. – 12:00 p.m. CST
  2:00 p.m. – 6:00 p.m. CST

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 Pay information:

• $13 - $18 / Hour​

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Must Be A U.S Citizen & Reside in:

Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Michigan, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, or Wyoming.

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-Equipment can only be requested by Houston Texas residents, other applicants must have equipment that meets the minimum system requirements-

 

System Minimum Requirements: 

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• CPU: Intel Core i Series (i3-9000, i5-7000, i7-5000, i9) or better, Pentium G5400/N6400 or better, Xeon E Class or better, Celeron J4000/N5000 / AMD Ryzen 3 or better, Athlon 3000 or better.

• RAM: 4 GB of RAM

• Hard Drive: 20 GB or more of available space, 60 GB or more of total space

• Windows 10+

• Maximum Latency

• Hard-wired connection (No wireless)

• Internet download speed: 30 Mbps or faster

• Internet upload speed: 10.0 Mbps or faster

• Network latency max: Less than 50 ms

• For minimum requirements, CPU speed should be 1.9 GHz dual core processor, RAM should be 4 GB, and free disk space should be 80 GB

• UBS 3.0 Port: Required for use of a USB headset and flash drives

• You can use your laptop work if your laptop meets the minimum computer requirements. You may not use any wireless connections at any time. Your laptop must be hard wired (Ethernet) to a supported internet connection.

• Unsupported Items: MacOS(Mac OS X) Netbooks, Chromebooks, tablets and other mobile devices 

Qualifications:

• Must pass background check

• U.S citizen 

• Experience: Minimum of 1-3 years of experience in healthcare management, customer service, or in a role related to non-emergency medical transportation is highly preferred. Experience working within managed care organizations or with Medicaid/Medicare programs is a plus.

• Knowledge: Strong knowledge of non-emergency medical transportation programs and regulations, including Medicare, Medicaid, and insurance provider requirements. Familiarity with healthcare coordination and case management practices is an advantage.

• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with a diverse group of stakeholders, including members, healthcare providers, vendors, and internal teams.

• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on ensuring timely, accurate, and efficient solutions to transportation-related issues.

• Attention to Detail: Exceptional organizational skills, with the ability to manage multiple tasks simultaneously while maintaining accuracy and thoroughness in documentation.

• Technology Skills: Proficient in using Microsoft Office Suite, database management systems, and specialized healthcare or transportation coordination software. Comfortable with remote communication tools and customer service platforms.

• Customer-Focused: A compassionate, empathetic approach to customer service, with a commitment to improving patient outcomes and satisfaction.

• Team Player: Ability to collaborate effectively with cross-functional teams and work in a fast-paced, remote or hybrid work environment.