Customer Service Representative at Medical Transportation Management in Baltimore, Maryland

Job Description:

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Customer Service Representative is the frontline representative and image of MTM Transit.  The Customer Service Representative will handle a variety of tasks, which include phone calls (both outgoing and incoming calls), general clerical tasks, data entry, process picture ID’s, handle customer requests, and receptionist and administrative support. This is an in office Mon-Fri position.

Location: 4201 Patterson Ave, 2nd Floor Baltimore, MD 21215

What you’ll do:

• Handle inbound calls from Members, Clients and Facilities to verify eligibility and coordinate non-emergent transportation and/or paratransit services utilizing transportation management systems in order to meet contract service levels


• Provide top-quality customer service experience to a diverse customer population


• Enter Customer Contact information into appropriate software system, ensure accuracy of data entries


• Conduct outbound phone calls


• Schedule trips in the most cost effective manner


• Meet job specific key performance indicators and goals


• Respond to all inquiries within a timely and professional manner


• Respond and document customer complaints


• Provide support on special projects as needed


• Maintain daily customer scheduling for Eligibility staff


• Collect, track and maintain all monies collected for replacement IDs


• Maintain confidentiality and comply with HIPPA regulations


• Anticipate needed supplies and order replacement supplies in a timely manner


• Manage all office equipment, including printers and photocopier, serving as point of contact for Vendors


• Maintain vendor files, monitor service and recommend alternative suppliers as appropriate


• Design filing systems, document scanning and ensure they are maintained and up-to- date electronically


•  Provide comprehensive reception coverage while maintaining a high level of professionalism


• Ensure all staff and visitors are greeted in a pleasant and professional manner


• Project a professional image of MTM


• Establish and maintain effective working relationships with employees, supervisors, other agencies, participants, external partners and the general public


•  Communicate professionally with Leadership both internally and externally


• Assist with check-in for In person assessments


• Take photos of all customers and create identification cards


• Maintain program spreadsheets


• Some contact center locations may require face to face contact with members to answer general questions about services provided, selling bus passes, or receiving mileage reimbursement logs. As skills progress, may be selected to perform in a team lead role to support Supervisor and team when needed


• Regular attendance required for assigned shifts and as outlined by MTM’s attendance policy

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or GED


• Typing speed of 30 WPM or greater


• One year customer service experience required

Skills:

• Acquire and maintain in-depth knowledge of, and adhere to, established Client Protocols, Departmental Policies and Procedures and MTM’s Transportation Provider Network


• Adhere to all established MTM and Employee Handbook guidelines


• Knowledge of Microsoft Outlook, Word and Excel


• Ability to maintain a high level of confidentiality


• Ability to multi-task accurately


• Demonstrate effective problem solving skills


• Maintain positive & professional attitude


• Ability to work in multiple software systems at once along with strong computer navigation skills


• Exemplary communication and phone skills


• Excellent customer service skills


• Excellent organizational skills


• Ability to work independently and as part of a team


• Ability to identify with customer needs and circumstances


• Ability to handle multiple tasks and situations in a fast pace environment


• Knowledge of Trapeze software preferred

Even better if you have...

• College degree, a plus


• Six month experience working in a customer service contact center preferred

What’s in it for you:

• Health and Life Insurance Plans


• Dental and Vision Plans


• 401(k) with a company match


• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave


• Casual Dress Environment


• Tuition Reimbursement


• MTM Perks Discount Program


• Leadership Mentoring Opportunities

Salary: $21/hr

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM’s People & Culture.

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