Experienced Evening Customer Service Agent – Remote Trip Assignment Specialist for Non-Emergency Medical Transportation

Introduction to arenaflex arenaflex is a pioneering non-emergency medical transportation company that has been revolutionizing the way patients access healthcare services. With a strong commitment to providing exceptional customer experiences, we are now seeking a highly motivated and experienced Customer Service Agent to join our team as a Trip Assignment Specialist. This role offers the unique opportunity to work from the comfort of your own home, making a real difference in the lives of our members during evening shifts, from Monday night to Friday night (11:30 pm to 8 am PT). About the Role The Trip Assignment Specialist is a critical component of our operations team, responsible for assigning trips to dispatchers and Care Partners on a nightly basis. This role requires a high level of organization, attention to detail, and excellent communication skills. As a Trip Assignment Specialist, you will be the backbone of our evening operations, ensuring that our members receive the best possible service and that our Care Partners are equipped to provide exceptional care. Key Responsibilities Assign approximately 700-900 trips to dispatchers in the Health-E Rides system every night, ensuring efficient and timely transportation for our members. Build daily schedules for dispatchers, taking into account breaks, lunches, and other essential considerations to ensure seamless operations. Determine the eligibility of dispatchers for specific trips based on the language spoken by the member, promoting effective communication and high-quality service. Stack trips to contracted Care Partners, optimizing our transportation network and ensuring that our members receive the care they need. Answer inbound calls from members during evening hours, providing exceptional customer service and resolving any issues that may arise. Coordinate evening trips as they come in, demonstrating flexibility and adaptability in a fast-paced environment. Assist with Care Partner-related administrative tasks, such as payment processing, to ensure the smooth operation of our services. Assist with Level 1 administrative tickets in Zendesk, providing timely and effective support to our members and Care Partners. Requirements and Qualifications To be successful in this role, you will need to possess a unique blend of skills, experience, and personal qualities. While healthcare experience is preferred, it is not essential. However, you must be consistently reliable, able to work evening shifts, and demonstrate a strong commitment to providing exceptional customer service. Essential Qualifications High school diploma or equivalent required; degree in a related field (e.g., healthcare, customer service) preferred. Previous experience in customer service, transportation, or a related field, with a focus on evening or night shifts. Excellent communication and interpersonal skills, with the ability to work effectively with dispatchers, Care Partners, and members. Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities. Ability to work independently in a remote setting, with minimal supervision, and maintain high levels of productivity and motivation. Preferred Qualifications Healthcare experience, with knowledge of medical terminology and procedures. Experience with transportation management systems, such as Health-E Rides. Knowledge of Zendesk or similar customer service software. Bilingual or multilingual skills, with the ability to communicate effectively with members who speak languages other than English. Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Communication skills : Excellent verbal and written communication skills, with the ability to communicate effectively with diverse stakeholders. Problem-solving skills : Ability to analyze problems, identify solutions, and implement effective remedies. Time management skills : Ability to prioritize tasks, manage multiple responsibilities, and maintain high levels of productivity. Adaptability : Ability to work in a fast-paced environment, with changing priorities and deadlines. Customer service skills : Ability to provide exceptional customer service, with a focus on empathy, understanding, and resolution. Career Growth and Learning Benefits At arenaflex, we are committed to the growth and development of our team members. As a Trip Assignment Specialist, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program, with training on our systems, processes, and policies. Ongoing coaching and mentoring, with regular feedback and performance evaluations. Opportunities for career advancement, with potential for promotion to senior roles or other areas of the business. Access to industry-leading training and development programs, with a focus on customer service, transportation management, and healthcare. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and supportive work environment. As a remote team member, you will be part of a dynamic and collaborative team, with opportunities to interact with colleagues and stakeholders across the business. Our company culture is built on a foundation of: Respect : We value and respect our team members, members, and Care Partners, promoting a culture of empathy and understanding. Integrity : We operate with integrity, transparency, and honesty, ensuring that our actions and decisions align with our values and mission. Excellence : We strive for excellence in everything we do, promoting a culture of continuous improvement and innovation. Teamwork : We believe in the power of teamwork, collaborating and supporting each other to achieve our goals and objectives. Compensation, Perks, and Benefits As a Trip Assignment Specialist at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including: Competitive salary and benefits package, with opportunities for bonuses and incentives. Comprehensive health insurance, with medical, dental, and vision coverage. 401(k) or retirement plan, with company matching contributions. Paid time off, with vacation, sick leave, and holidays. Opportunities for professional development and growth, with training and education assistance. Conclusion If you are a motivated and experienced customer service professional, with a passion for healthcare and transportation, we encourage you to apply for this exciting opportunity. As a Trip Assignment Specialist at arenaflex, you will be part of a dynamic and supportive team, with opportunities for growth, development, and career advancement. Don't miss this chance to make a real difference in the lives of our members and join our team of dedicated professionals. Apply now to become a part of the arenaflex family! Apply for this job