[Hiring] Member Support Agent @L42M LLC

Role Description

This is a remote position.

Remote Member Support Agent – Healthcare Transportation

Living for Tomorrow is currently accepting applications for a remote customer service opportunity supporting a healthcare transportation program. This role is a good fit for someone who is patient, detail-oriented, comfortable assisting members with sensitive transportation concerns, and able to navigate multiple systems while documenting information accurately.

What You’ll Do

• Assist members with transportation to and from healthcare appointments
• Provide scheduling and transportation support
• Resolve member concerns
• Recover failed or missed scheduled trips
• Review transportation and benefit eligibility
• Educate members about available transportation benefits
• Coordinate with internal departments
• Enter trip and member information accurately
• Document member concerns and resolutions

Servicing Availability

• Intervals are available: Daily | 4:00 AM–8:00 PM ET
• Approximately 25% of available intervals are on Mondays.
• Agents must be able to service: 4 hours / 8 intervals on Mondays
• During the Certification SOW, agents must service at least 10 hours / 20 intervals per week, including the required Monday intervals.
• During Phase 2, a minimum of 24 intervals per week is required.

Certification Schedule

• Phase 1: September 21, 2026–October 13, 2026
• Phase 2: October 14, 2026–October 26, 2026
• Monday–Friday 10:00 AM–4:00 PM ET
• Certification includes instructor-led learning, self-study content, system training, member-support procedures, and live call-taking.

Certification Requirements

• Complete 100% of required self-paced modules
• Meet required quiz, exam, and tollgate scores
• Successfully complete role-play activities
• Meet technology requirements
• Maintain an Average Handle Time of 850 seconds or less during Phase 2
• Pass at least 3 of 5 required Quality Audits
• Service at least 24 intervals per week during Phase 2
• Complete the required Security Awareness course and score at least 85%

Equipment Requirements

• Windows 11 computer with all updates completed
• At least 12 GB RAM
• At least 60 GB total hard-drive space with 40 GB available
• Hardwired internet connection
• Minimum 30 Mbps download speed
• Minimum 10 Mbps upload speed
• Network latency of 50 ms or less
• Two monitors with 1920×1080 resolution
• USB 3.0 port
• Hardwired noise-cancelling USB headset with phone-quality audio
• Webcam for certification
• Daily equipment scans and facial authentication may be required for class access.

Performance Expectations

• Commitment Adherence: 90% or higher
• Average Handle Time: 390 seconds or less
• Quality Assurance: 96% or higher
• Post Call Survey: 96% or higher
• Policy/Process Errors: No more than 3 per month

Accuracy, professionalism, and complete documentation are especially important in this role.

Screening & Enrollment Requirements

• Background check
• Drug screening
• Photo ID verification
• $75 background check and drug-screening fee paid directly to the vendor
• The drug screening must be scheduled within 48 hours of receiving the vendor email.
• Both screening requirements must be successfully completed at least 7 days before class begins.
• Monthly background checks may also be required to maintain good standing while servicing.

Preferred Qualifications

• Have healthcare or member-support experience
• Have approximately 12 months of healthcare experience
• Type at least 35 WPM
• Can work comfortably in a high-volume environment
• Communicate clearly and professionally
• Have strong attention to detail
• Can remain calm while resolving member concerns
• Follow policies and processes consistently
• Can navigate multiple computer systems
• Have a reliable and professional home workspace

Ready to Get Started?

If you want a structured remote customer service opportunity where your work helps members access important healthcare transportation, apply with Living for Tomorrow to begin the qualification process.

Living for Tomorrow — Remote Opportunities. Real Support. A Path Forward.