[Hiring] Customer Service Representative @Nuvo Staffing

Role Description

• 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

• 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.
• Remote - Work from Home (WFH) in Ohio, Tennessee, Texas and South Carolina.
• Contact center hours include weekdays, weekends, and some holidays.

Requirements

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

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.