[Hiring] Care Center Representative @Modivcare

Role Description

Are you passionate about helping others? Do you enjoy working in a service-focused environment where every interaction matters? At VRI, our Care Center Representatives respond to alerts to provide comfort, support, and peace of mind to individuals and families across the country during critical moments. If you’re looking for a meaningful role where you can make a real impact, we’d love to hear from you!

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly.
• Provide compassionate customer support using scripted and non-scripted responses.
• Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations.
• Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy.
• Communicate with empathy, respect, and patience to ensure a positive experience for our members.
• Verify and update customer information in the system to ensure records are accurate.
• Troubleshoot alarm systems and report issues to ensure timely maintenance.
• Proactively inquire about and recommend preventative healthcare services to members.
• Manage access to highly sensitive materials and maintain strict confidentiality.
• Talk and type simultaneously while navigating multiple screens and systems efficiently.
• Successfully complete new hire training and pass all required compliance testing.
• Perform other duties as assigned.

Qualifications

• Exceptional customer service and interpersonal skills.
• Strong oral and written communication abilities.
• Ability to remain calm and empathetic in high-pressure situations.
• A self-motivated attitude with the ability to work independently and collaboratively.
• Proficient typing skills (35 WPM).
• Familiarity with customer service software and CRM systems (preferred).
• Ability to toggle between multiple screens and systems efficiently.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• High School Diploma or GED required.
• 0–1 year of customer service experience, preferably in a contact center or healthcare settings.
• Willingness to work weekends, overtime, and flexible hours as needed.
• Minimum internet speeds of 50Mbps download and 25Mbps upload required.

Physical Demands

• Able to sit at and work on a computer with headset for periods of time.
• Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves.
• Ability to speak, hear and see for the assigned work day.
• Repetitive keystroke/data entry for the assigned work day.
• Minimal ambulating.
• Ability to answer a high volume of calls up to 100+ calls per day.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Medical, Dental, and Vision insurance.
• Employer Paid Basic Life Insurance and AD&D.
• Voluntary Life Insurance (Employee/Spouse/Child).
• Health Care and Dependent Care Flexible Spending Accounts.
• Pre-Tax and Post-Tax Commuter and Parking Benefits.
• 401(k) Retirement Savings Plan with Company Match.
• Paid Time Off.
• Paid Parental Leave.
• Short-Term and Long-Term Disability.
• Tuition Reimbursement.
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!).