Call Center Operator

Call Center Operator

WellTrans Indianapolis, IN

Description

Schedule: Mondays- Friday from 8:00 am - 4:30 pm, or 10:00 am - 6:30 pm

Compensation: $15.00/hour

Work Environment: In-Office, no remote work.

Role Summary

The Operator is responsible for managing inbound calls in the queue, ensuring all interactions comply with HIPAA regulations, and following the designated call-handling process based on call type. This role supports efficient call flow and provides timely responses to members and providers.

Key Responsibilities

•  Confirm each caller’s identity using approved verification steps before discussing any information. Non-Urgent Requests (More than 48 hours in advance): Record the details and schedule a follow-up. 
• Answer and direct incoming calls in a timely and professional manner.
  Help ensure calls are routed to the correct department or representative to maintain smooth daily operations.
• Urgent or Same-Day Requests: Transfer the caller immediately to the appropriate support line.
   
• “Where’s My Ride” Inquiries: Direct the caller to the correct team for real-time ride updates.
   
• Recurring or Standing Appointments:
   
• Routing Questions: Forward to the routing department for assistance.

Documentation & Compliance

• Accurately record all call details and outcomes in the system.
   
• Maintain confidentiality and follow all privacy and compliance standards at all times.

About WellTrans

WellTrans is a mission-driven organization committed to providing safe, reliable, and compassionate transportation coordination for members in need. Our team plays a vital role in ensuring members receive timely access to care.

Candidates must be able to pass a background check and drug screening and have reliable high-speed internet service. 

Must be able to follow remote work requirements such as be on camera for your full shift and work in a private and HIPAA compliant space free of others.  

• Strong communication and active listening skills.  
• Ability to follow structured workflows and policies with precision.  
• Reliable, high-speed internet connection.  
• Previous call center or healthcare-related experience preferred but not required.