MediDrive, LLC · 2 days ago
Customer Service Representative - Bilingual
Glen Allen, VA
Full-time
Onsite
Entry Level
$19/hr - $22/hr
1+ years expMediDrive is a rapidly growing NEMT startup focused on improving transportation access to healthcare. They are seeking Bilingual Customer Service Representatives to handle inbound and outbound calls in English and Spanish, assisting members with ride scheduling and resolving transportation issues with empathy and accuracy.
Hospital & Health Care
Responsibilities
Answer inbound calls and assist members in English and Spanish with scheduling, updating, or canceling transportation
Make outbound calls in both languages to confirm trips, provide updates, or follow up on issues
Use internal systems to verify eligibility, benefits, and required trip information
Provide clear, culturally competent communication regarding pickup times, provider information, and ride expectations
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
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
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 the member experience
Qualification
Required
Fluent in both English and Spanish (verbal and written)
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
Must be on-site full-time in Richmond, VA
Contact center hours include weekdays, weekends, and some holidays
Preferred
Experience in NEMT, Medicaid, healthcare call centers, or insurance environments
Prior experience supporting Spanish-speaking populations in a customer service or healthcare setting
Company
MediDrive, LLC
At MediDrive, we’re driven to improve the health of all Americans by compassionately transporting them on the road to better health.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Slinin
COO
Company data provided by crunchbase