Benefits:
401(k) matching
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Vision insurance
About SendaRide: At SendaRide, our mission is at the heart of everything we do. We’re dedicated to empowering individuals so they can transform their lives, their families and their communities by providing access to compassionate and quality transportation. Our services help improve people’s health and quality of life by ensuring they have a ride to essential medical appointments and other services and necessary locations.
What We Offer:
Set schedule: Monday - Friday 5:30 am - 2:00pm or 6:00am- 2:30 pm CT.
$15.50 - $17.00 per hour
100% remote work
Comprehensive healthcare coverage
Paid Time Off
Simple IRA +3% employer matching
About the Role:
At SendaRide, operational excellence drives our success. As an Operations Support Specialist, you will play a critical role in maintaining seamless trip execution, billing accuracy, and client satisfaction. You will be the primary point of contact for our broker clients, ensuring that every trip meets expectations while supporting internal teams and independent Care Partners.
This role is essential to SendaRide’s operational success, and client satisfaction. This is a fast-paced role where accuracy, accountability, and adaptability are essential. You will manage trip assignments, billing processes, and issue resolution to keep operations running smoothly and optimize revenue.
Essential Functions:
Trip Coordination & Assignment
Review, accept, and reject trips based on service area and company guidelines.
Engage Care Partners to maximize availability and ensure trip fulfillment.
Monitor broker client portals for ride offers, modifications, and cancellations.
Billing, Trip Editing & Compliance
Process and clear completed trips with accurate billing.
Perform final fare adjustments and ensure adherence to company policies.
Complete trip fare editing, including canceled trip adjustments per company procedures.
Issue Resolution & Client Support
Troubleshoot trip-related issues, providing timely and accurate support.
Address and escalate urgent situations for swift resolution.
Communicate with broker clients and internal teams to resolve discrepancies and optimize processes.
Care Partner Support
Provide empathetic, clear, and policy-compliant support to Care Partners.
Ensure Care Partners have the tools and information needed for successful trip completion.
Measurements of Success (KPIs and Key Stats)
Consistently contribute to broker client's No Transportation Available score to result in 1% or less.
Consistently contribute to broker client's On-Time Percentage to result in 95% or more.
Achieve 90% or better on data entry accuracy for clearing trips, based on audits by supervisor/manager.
Rejected rides should be less than 10 per day on average.
95% Call Acceptance Rate
Less than 12 minutes of Personal Time
ASA >90% within 30 seconds
Abandonment rate <3%
KPIs are subject to change to align with evolving business needs and growth initiatives.
Competencies
Technical Aptitude – Quickly adapt to new software, navigate multiple platforms, and self-solve technical challenges.
Broker Policy Expertise – Learn and apply broker client policies and procedures to ensure compliance and maximize productivity.
Fast-Paced Decision-Making – Maintain accuracy, professionalism, and accountability in a high-volume environment.
Proactive Problem-Solving – Identify risks before they escalate and drive solutions-focused actions.
Exceptional Communication – Strong written and verbal skills to clearly support clients, Care Partners, and internal teams.
Time Management & Prioritization – Execute tasks efficiently, balancing multiple priorities with minimal supervision.
Requirements
Proficiency in Microsoft Suite and SendaRide's technology platform
Access to a dedicated quiet workspace
Ability to learn and adapt to evolving software and workflows
Fluency in English (written and spoken)
Flexibility to pivot between tasks as operational needs shift
Demonstrated expertise in customer support, troubleshooting and problem resolution.
1+ years’ experience in operational support or relevant field.
Physical Activity and Demands:
Remaining in stationary position, often standing or sitting for prolonged periods.
Communicating with others to exchange information.
Repeating motions that may include the wrists, hands, and/or fingers.
Assessing the accuracy, neatness and thoroughness of the work assigned.
Sedentary work that primarily involves sitting or standing.
Protected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentiality.
This position will have access to sensitive information and will be required to maintain confidentiality and adhere to established privacy and security policies, reflecting our commitment to ethical conduct and accountability.
This is a remote position.