Member Advocate | Call Center Representative

Job Description

Job Description

Description:

Summary

Member Advocates serve as the first point of contact and represent the face of WellTrans Non-Emergency Medical Transportation (NEMT). In this role, team members manage inbound calls through an automated call distribution system, verify member eligibility, and respond to a variety of questions and inquiries from both internal and external customers.

Member Advocates are expected to provide courteous, professional, and knowledgeable service to members and managed care partners. They work to create positive experiences with every interaction, address concerns effectively, resolve complaints, and provide accurate information and support.

This is an on-site position; remote work opportunities are not available.

About WellTrans

WellTrans is dedicated to eliminating transportation as a barrier to good health by ensuring members can reliably reach the care they need. With over 20 years of experience serving the Medicaid and Medicare community, the company prioritizes safe, secure, and on-time transportation for every trip. WellTrans works closely with members to understand and meet their transportation needs while supporting a network of providers that offer a wide range of accommodations, including wheelchair-accessible vehicles, bus service, and overnight trips. By coordinating the logistics, WellTrans allows members to focus on their health while receiving dependable service from a team that is deeply connected to the communities it serves.

WellTrans is a Certified Minority and Disabled Veteran owned business and an equal opportunity employer.

Job Duties:

• Address and resolve member complaints, concerns, and inquiries in a timely and professional manner.
• Follow established communication guidelines and scripts when assisting with various member topics.
• Build strong relationships with members by actively listening to their needs and providing exceptional customer service.
• Assess member needs and offer appropriate solutions or alternatives to ensure satisfaction.
• Achieve individual performance goals while contributing to overall team and organizational targets.
• Respond promptly and professionally to requests from both members and transportation providers.
• Complete additional duties and responsibilities as assigned by management.

Pay & Benefits

$15.00/hour – with chance for advancement

Overtime potential

Variable working schedules

Paid Training

Company sponsored health, vision, dental insurance (optional additional coverage available)

Paid Time Off

Paid Holidays

Employee Assistance Program

Requirements

• High school diploma or equivalent required.
• 1–2 years of call center or customer service experience.
• Ability to pass a criminal background check and drug screening.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong verbal and written communication skills.
• Excellent customer service skills, including the ability to assist members professionally in challenging situations.
• Ability to understand and follow written and verbal instructions and take direction from supervisors.
• Professional appearance and demeanor.
• Ability to communicate effectively with individuals at all levels and from diverse backgrounds.
• Bilingual in English and Spanish preferred; industry knowledge is a plus but not required.