Job Description

Under the supervision of the Flex Supervisor Team Leads, the Flex CSR performs a variety of customer service and related issues regarding the scheduling trips for our members as well as dispatching duties on the day of the trip. They must consistently demonstrate a sense of urgency, and compassion when responding to our customers and partners. As a member of the Flex Team, they must enthusiastically provide the highest level of service to all customers in accordance with LCP's and our customer's established policies and procedures.

A typical day would involve: handling all calls via Automated Call Distribution System (ACD) related to all details of member trips; verification of member eligibility, and appropriately and adequately addresses internal and external customer questions and inquiries. Similarly, for dispatch functions, the day also involves fielding calls related to all details of member trips; vendor and LCP driver communications; and appropriately and adequately address internal and external customer questions, and inquiries.

All associates of LCP regardless of title and responsibilities must share a common commitment to utilizing LCP's Quality approach, establishing uniformity in our practices and procedures, ensuring quality interactions, embracing the high standards of our customers, and equipping our stellar workforce to advance the LCP tradition.

DUTIES AND RESPONSIBILITIES

• Process and properly document all inbound/outbound calls related to scheduling member trips; drivers; and vendors and medical providers.
• Update member records as information are received.
• Clear and concise communications with other dispatchers, team leads, supervisors, department managers, employees, and company customers, including keeping members informed about schedules and to be ready times.
• Actively listen and probe callers in a professional and timely manner to determine the purpose of all calls. Research and articulately communicate information to callers while maintaining confidentiality.
• Provide passengers with information related to non-emergency medical transportation benefits.
• Process complaints and other difficult members/vendor/driver interactions, and forward to appropriate leadership members when necessary.
• Proactively monitor, identify and resolve potential issues regarding trip schedules and assignments. Immediately refer escalated issues to the appropriate manager.
• Clearly and appropriately record and submit all service-related issues on a daily basis.
• Effectively serve as a liaison between member and transportation provider.
• Must learn and fully understand LCP Transportation Non-Emergency Medical Transportation operation.
• Learn and utilize all tools made available to properly provide scheduling assistance services to all customers. (ACD, MITE, Driver GPS, etc.)
• Must become familiar with all LCP policies and procedures.
• Other duties as assigned

JOB REQUIREMENTS

• 1-2 years experience and/or training in customer service and call center environment.
• Pleasant phone voice and demeanor
• Ability to follow a script and be empathetic with our customers
• Ability to multi-task
• Ability to adapt to change quickly and often
• Must possess strong organizational and interpersonal skills
• Computer Skills (Windows, Microsoft Office, a plus)
• Geographical knowledge of service areas and/or map reading skills
• Knowledge of industry is recommended but not required
• High school diploma or GED required.
• Ability to pass a criminal background check and drug screen.
• Ability to effectively communicate verbally and in writing.
• Ability to effectively take direction
• Ability to work in a shared environment

HOURS & WORKING CONDITIONS

• Shift: 8am-5pm & 11am-8pm
• Monday – Friday (Holidays may be possible)
• Call center environment
• Possible work from home-hybrid schedule after a period of time in the office.

BENEFITS

• Employer-paid employee health insurance (additional for family/dependents available) after 90 days
• 24 PTO hours per year (after 90 days)
• 40 vacation hours per year (available balance after 6 months)
• 6 paid holidays per year
• A la carte benefits (vision, dental, short/long term disability, etc) are also available

Company Description

LCP Transportation, LLC., is a proven provider of non-emergency transportation solutions. Established in 1998, LCP continues to be a valued partner for national MCOs and HMOs, providing efficient transportation management and customer service. At LCP Transportation LLC, we offer a full range of non-emergency transportation services. Our team of Transportation Concierge Service Representatives treats every member with respect and has extensive qualifications to transport and serve unique populations.