Remote Customer Service Representative - Hawaii-Based Only

📋 Description

• • Serve as the first point of contact for thousands of Hawaii residents who rely on Modivcare’s non-emergency medical transportation services, ensuring every caller feels heard, respected, and supported on their path to better health outcomes.
• • Handle up to 100 inbound calls per day with empathy and efficiency, using structured protocols and dynamic scripting to schedule, modify, or cancel transportation reservations while maintaining 100 % accuracy in trip data entry.
• • Document every interaction in real time within multiple proprietary and Microsoft-based systems, demonstrating the ability to talk and type simultaneously while keeping a conversational tone that reduces member anxiety.
• • Educate members on their insurance benefits, coverage limits, and the full range of Modivcare services, translating complex policy language into clear, actionable guidance that empowers individuals to make informed healthcare decisions.
• • Multitask across dual monitors, instant messaging, and knowledge-base portals to extract and verify member demographics, pick-up/drop-off addresses, mobility requirements, and appointment details within an average handle-time target.
• • Escalate unresolved grievances to specialized resolution teams using concise, well-documented case notes that accelerate investigation timelines and improve first-call-resolution metrics across the contact center.
• • Commit to 100 % camera-on attendance during the first 30 days of paid training and ongoing coaching sessions, fostering a culture of continuous improvement, peer learning, and adherence to HIPAA-compliant privacy standards.
• • Maintain a distraction-free, secure home workspace that meets PCI-DSS and PHI security protocols, including a hard-wired internet connection of 25 Mbps download / 5 Mbps upload and a private area separated from household activity.
• • Demonstrate personal ownership of quality by self-auditing call recordings, meeting monthly KPIs for accuracy, courtesy, and compliance, and volunteering for overtime when business needs surge due to weather or public-health events.
• • Collaborate virtually with dispatch, quality assurance, and clinical teams to identify process gaps, propose system enhancements, and champion member-centric solutions that reduce wait times and improve overall satisfaction scores.
• • Participate in ongoing professional development through tuition reimbursement, internal certifications, and cross-training opportunities that prepare high-performing CSRs for advancement into lead, training, or workforce management roles.
• • Champion Modivcare’s mission to connect underserved populations with life-sustaining care, celebrating every successful ride as a step toward reduced healthcare costs, improved outcomes, and stronger communities throughout Hawaii.