Contracts

Scheduler for Medical Transportation Appointments

What to Expect:

Some calls may involve members who feel distressed, impatient, fearful, or anxious, which can be challenging. At the same time, these moments offer a meaningful opportunity to provide support and make a real difference.

What you will do:

• Speak with members daily and assist them with their transportation to and from appointments, all while helping support them in their journey towards positive health outcomes.

• Resolve member concerns while ensuring requests are processed in an accurate and timely manner.

• Receive and document customer concerns promptly, while ensuring all relevant information is correct. This includes resolving issues with previous appointments and transportation recovery where a scheduled trip has failed.

• Ensure all company procedures are followed.

• Ensure accurate trip data is input into Modivcare's systems.

• Review and educate members on services and their benefits eligibility.

• Collaborate with various departments within Modivcare to effectively address and resolve transportation and eligibility issues.

Capabilities of Top Performing Service Partners:

• This is a best-fit opportunity for Agents who want to service Mondays, as 25% of all intervals are available on Mondays.

• Previous customer service experience in a high-volume, fast-paced (back-to-back) environment is ideal. A minimum of 12 months’ experience in the healthcare industry is preferred.

• Strong ability to follow processes and workflows for compliance.

• Familiarity and or proficiency with the use of Function Keys is recommended. Certification in this skill will be provided.

• Exhibit outstanding problem-solving capabilities while providing knowledgeable and friendly customer service.

• Display patience, empathy, the ability to manage stress, and the ability to work under pressure.

• Demonstrate excellent writing and verbal communication.

• Can type 35wpm or more.

Energy Group Customer Service

What to Expect:

What you will do:

• Review, analyze, and respond to customer billing inquiries.
• Resolve customer issues or questions.
• Processing payment deferrals and installment plans.
• Attempt to save customers who may be moving, unhappy with the plan, or current rate.
• Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan.
• Accurately enroll the customer in the correct plan.
• Strive to resolve the customer issues on the first call.
• Demonstrate knowledge of WEC Energy processes and policies.
• Build trust and rapport with the WEC Energy customer through clear, respectful interaction.
• Always strive to ensure that overall customer satisfaction remains high while resolving issues.
• Understand ‘client call flow’ and regulations.
• Ensure no Public Utilities Commission Complaints are filed.

Capabilities of Top Performing Service Partners:

• Have the ability to make a great first impression by being empathetic, and have a "CAN HELP ATTITUDE".

• Strong ability to follow process and workflow for compliance.

• Have active listening and problem-solving skills.

• Ability to make the customer feel valued.

• Ability to communicate effectively, clearly, and professionally.

Outbound Medical Appointment Scheduling and Sales Customer Service Bilingual

What to Expect:

What you will do:

• This program centers around making high-volume outbound calls* to engage members, SELLING the benefits of a free in-home health evaluation.

• You’ll use scripts and an auto-dialer to communicate clearly, answer questions, and professionally overcome objections while using rebuttals to achieve scheduled appointments.

• If you are personable, with a strong sales aptitude, and comfortable in a fast-paced environment where productivity and quality standards are key, this is the perfect program for you.

*Outbound calls will be made using a cloud-based calling software system. You WILL NOT incur any long-distance charges.

Capabilities of Top Performing Service Partners:

• MUST speak and write both English and Spanish fluently

• Strong ability to follow processes and workflows for compliance

• Consistently follows call flow and script to maintain compliance and maximize scheduling opportunities

• Displays active listening to understand and overcome member objections

• Uses service knowledge to educate and persuade members of the value of the service

• Confidently and quickly schedule the appointment and close the call

• Displays patience, empathy, and the ability to manage stress and work in a fast-paced environment

• Skilled and efficient in writing and verbal communication

• Must demonstrate a working knowledge of screen-sharing, using dual monitors, navigating multiple windows, downloading files, and muting/unmuting seamlessly

• Previous experience in a high-volume (back-to-back) environment and with auto-dialers is highly desirable.

Energy Group Customer Service Bilingual

What to Expect:

What you will do:

• Resolve customer issues or questions

• Process payment deferrals and installment plans

• Attempt to save customers who may be moving, unhappy with the plan, or current rate

• Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan

• Enroll the customer in the correct plan

• Strive to resolve customer issues on the first call

• Demonstrate knowledge of WEC Energy processes and policies

• Build trust and rapport with the WEC Energy customer through clear, respectful interactions

• Always strive to ensure that overall customer satisfaction remains high while resolving issues

• Understand ‘client call flow’ and regulations

• Ensure no Public Utilities Commission Complaints are filed

Capabilities of Top Performing Service Partners:

• MUST speak English and Spanish fluently

• Make a great first impression by being empathetic and having a "CAN HELP ATTITUDE"

• Strong ability to follow processes and workflows for compliance

• Active listening and problem-solving skills

• Make the customer feel valued

• Communicate effectively, clearly, and professionally

Financial services and/or prepaid cards customer service

What to Expect:

What you will do:

• Provide customer support via inbound calls.

• Resolve concerns related to prepaid debit and credit cards, including but not limited to: card activation, balances, disputes, lost/stolen cards, policies, and procedural questions.

• Support federal benefit recipients by managing prepaid debit card accounts, resolving transaction disputes, checking balances, and handling reports of lost/stolen cards.

• Assist with payroll card issues, fund transfers, and payment solutions.

• Adhere to regulations and follow strict data protection protocols.

• Provide accurate, confidential client services for bank cards, business online banking, or general servicing.

Capabilities of Top Performing Service Partners:

• Background in financial services, prepaid products, credit, or banking support.

• Provided support to elderly, disabled, or financially vulnerable populations.

• Familiarity with government benefits or helping callers with financial stress.

• Able to support callers with low digital or financial literacy.

• Ability to follow established processes and workflows to ensure compliance.

• Empathetic, patient, and calm under pressure.

• Non-judgmental and strong communication skills- both written and verbal.

• Strong system navigation skills.

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