Experienced Contact Center Ride Success Agent - Fully Remote Customer Service Representative for Healthcare Transportation Solutions

Introduction to Ride Health

Ride Health is a pioneering company that specializes in removing transportation barriers to healthcare for vulnerable populations. By partnering with healthcare organizations and transportation providers, we strive to create intelligent transitions of care, ensuring greater access, improved efficiencies, lower costs, and better outcomes. Our innovative platform combines technology and data with a human-centered approach to break down access barriers and solve complex transportation challenges. As a leader in the healthcare transportation industry, we are committed to making a tangible difference in the lives of our patients and clients.

Job Overview

We are seeking a highly skilled and compassionate Contact Center Ride Success Agent to join our team. As a Ride Success Agent, you will play a vital role in our 24/7 contact center, handling inbound and outbound calls for passengers, transportation providers, and clients. Your primary responsibilities will include scheduling transportation needs, providing assistance to transportation providers, making outbound calls to passengers and clients, monitoring and responding to chats, and utilizing our proprietary platform and third-party software to successfully complete trip requests.

Key Responsibilities

• Scheduling transportation needs for passengers and clients in a timely and efficient manner
• Providing exceptional customer service to transportation providers, passengers, and clients, ensuring a positive experience and resolving issues promptly
• Making outbound calls to passengers, clients, and attending facilities to confirm trip details and provide updates
• Monitoring and responding to chats in a professional and courteous manner, ensuring timely resolution of issues
• Utilizing our proprietary platform, third-party transportation software, and business technology to successfully complete trip requests and achieve service level commitments
• Collaborating with leadership to identify areas for improvement and implement solutions to enhance workflows and processes
• Working in a fast-paced, high-volume contact center environment, prioritizing tasks and managing multiple responsibilities with ease

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma or equivalent
• Exceptional communication skills, including empathy and understanding
• Commitment to efficiently completing tasks and achieving service level commitments
• Pride in your work, aligning with our company vision and values
• Proven broadband Internet access (Minimum 100 Mbps download / 20 Mbps upload) with the ability to connect via Ethernet cable
• Private, dedicated, quiet work space free from distractions, allowing you to work uninterrupted throughout your shift
• Understanding of basic computer troubleshooting and ability to resolve technical issues

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• Fluency with standard business tools, including MacBooks, Google Apps, and software-based telephone systems
• Contact center or tech support experience, with a proven track record of providing exceptional customer service
• Customer service experience dealing with customer issue management, with a focus on resolving issues promptly and efficiently
• Thoroughness in following SOPs to complete tasks, with attention to detail and a commitment to quality
• Ability to recognize trends and report to upper management, with a focus on continuous improvement
• Experience working in a remote team environment, with a strong ability to collaborate and communicate effectively

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with passengers, transportation providers, and clients
• Exceptional problem-solving skills, with the ability to think critically and resolve issues promptly
• Ability to work in a fast-paced, high-volume contact center environment, prioritizing tasks and managing multiple responsibilities with ease
• Strong technical skills, with the ability to utilize our proprietary platform, third-party software, and business technology to complete trip requests
• Commitment to quality and service excellence, with a focus on achieving service level commitments and exceeding customer expectations
• Ability to work collaboratively with leadership and team members to identify areas for improvement and implement solutions

Career Growth Opportunities and Learning Benefits

At Ride Health, we are committed to the growth and development of our employees. As a Contact Center Ride Success Agent, you will have access to:

• Competitive compensation and benefits package, including paid time off, medical, dental, and vision insurance, and a 401k retirement savings plan with employer match
• Career advancement opportunities, with a focus on promoting from within and developing our employees' skills and expertise
• Fully remote work environment, allowing you to work from the comfort of your own home and avoid the commute
• Opportunities for professional development and training, including workshops, webinars, and conferences
• A dynamic and supportive team environment, with a focus on collaboration, communication, and mutual respect

Work Environment and Company Culture

At Ride Health, we pride ourselves on our positive and inclusive company culture. As a Contact Center Ride Success Agent, you can expect:

• A supportive and collaborative team environment, with a focus on mutual respect and open communication
• A dynamic and fast-paced work environment, with a focus on innovation and continuous improvement
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace for all employees
• A focus on work-life balance, with a commitment to providing our employees with the flexibility and support they need to thrive
• A comprehensive benefits package, including paid time off, medical, dental, and vision insurance, and a 401k retirement savings plan with employer match

Compensation, Perks, and Benefits

As a Contact Center Ride Success Agent, you can expect a competitive compensation package, including:

• Hourly rate of $16 - $18 per hour, depending on experience and qualifications
• Comprehensive benefits package, including paid time off, medical, dental, and vision insurance, and a 401k retirement savings plan with employer match
• Opportunities for career advancement and professional development, with a focus on promoting from within and developing our employees' skills and expertise
• Fully remote work environment, allowing you to work from the comfort of your own home and avoid the commute
• Access to a dynamic and supportive team environment, with a focus on collaboration, communication, and mutual respect

Conclusion

If you are a motivated and compassionate individual with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity. As a Contact Center Ride Success Agent, you will play a vital role in our team, working to make a tangible difference in the lives of our patients and clients. With a competitive compensation package, comprehensive benefits, and opportunities for career advancement and professional development, this is an opportunity you won't want to miss. Apply today and join our team of dedicated and passionate professionals who are committed to making a positive impact in the healthcare transportation industry.