Customer Service Representative

ABOUT NWRC

Northwest Regional Council (NWRC) is a multi-service agency that covers the Washington counties of Island, San Juan, Skagit and Whatcom, with offices in Bellingham and Mount Vernon, Washington.  NWRC’s slogan: “Human services with you at the center” encapsulates its focus on creating new solutions to navigate the challenges of aging and disability, proactive paths to behavioral health and recovery, and new partnerships between healthcare and social services. We are seeking to fill a Non-Emergency Medical Transportation (NEMT) Customer Service Representative temporary role. 

JOIN US

NWRC’s values are centered on the concepts of respect, inclusiveness, and striving to foster a healthy work environment for all employees. With these values in mind, we will do our part to support and further diversity, equity, and inclusion not only in our workplace, but in our communities. Toward this goal, we invite candidates from diverse backgrounds and perspectives to apply and help shape the future of NWRC. 

NON-EMERGENCY MEDICAL TRANSPORTATION CUSTOMER SERVICE REPRESENTAIVE PROGRAM

Those eligible or enrolled in Medicaid are encouraged to contact NWRC for transportation assistance for the attendance of a Medicaid-covered appointment. This program allows for safe and effective transportation for older adults and those with disabilities who would otherwise potentially miss critical appointments to aid in their health and wellbeing. 

A DAY IN THE LIFE
NEMT Customer Service Representatives assist clients with the Medicaid Transportation benefit to access medical, dental and mental health appointments. Customer Service Representatives determine the least costly mode of transportation based on the client's mobility needs and resources. They answer a high volume of calls and enter trip-related information in a custom client database.  They also provide assistance on projects such as subcontractor inspections and trip audits. 

SCHEDULE & LOCATION

This position has been created specifically to provide support during this time of a department wide increase in workload in the Bellingham office. This temporary role may be offered to transition to a permanent role, based on employee performance and agency need. NEMT Customer Service Representatives typically work between the hours of 8AM and 5PM, Monday through Friday, or as arranged between the employee and supervisor. It's anticipated this position will begin in June 2025 and end August 2025. 

COMPENSATION & BENEFITS

10-Step pay range: $23.33 – $30.44 hourly

NWRC salary ranges are comprised of a 10-Step scale. On their employment anniversary, employees are eligible for an annual pay increase to the next step in the associated salary range, subject to satisfactory performance. In addition to the annual pay increases, NWRC assesses cost of living adjustments (COLA) on an annual basis, subject to Governing Board approval. New employees at NWRC usually start at the first step in the position’s assigned salary range. NWRC may consider a higher step when evaluating the candidate’s experience, training, or proven capability. Internal equity will be reviewed and prioritized when determining a starting pay rate.

As a full-time, temporary, non-exempt role, this position is eligible for the following benefits: 

• 100% Employer paid Employee Assistance Program (EAP) for employee & dependents


• Sick Leave, accrued at 8hrs/month


• Paid Holidays

Note: In the event of the position transitioning to a permanent role, the successful candidate would be eligible for NWRC's full benefit package including a hybrid work environment. NWRC meets the Public Service Loan Forgiveness (PSLF) definition of a public service organization.

QUALIFICATIONS 

Education/Experience:

• High school graduate or equivalent.  Prefer Associate Degree, post high school training or education in social services or related areas; AND


• Two years of experience in transportation or social service programs; AND


• One year of general office/clerical experience; OR


• An equivalent combination of education and experience which provides the skills, knowledge and abilities to perform the work.


• Bi-Lingual (Spanish) strongly preferred.


• Medical office experience preferred.

Knowledge, Skills and Abilities:

• Demonstrated ability in database use.  Ability to operate standard office equipment. 


• Demonstrated ability to read, interpret, and categorize data rapidly and accurately.  Demonstrated ability to input such into a database with a high level of efficiency and accuracy.


• Ability to accurately perform basic mathematical calculations.


• Ability to communicate effectively in oral and written format (i.e. policies, procedures, and transportation schedules) with people of all ages and from a variety of cultural, economic and ethnic backgrounds.


• Ability to understand and follow oral and written instructions, interpret and apply appropriate laws, policies, and procedures pertinent to the job function.


• Ability to gather information through interview process.


• Ability to maintain confidentiality.


• Ability to establish and maintain effective working relationships with co-workers, other members of government service, community agencies, private businesses, and the general public.


• Ability to exercise sound judgment and tact in dealing with clients. Must be capable of working with difficult clients (confused or upset).  Ability to present a professional, courteous, and helpful demeanor to clients, providers, board members, and members of the public.


• Ability to maintain records and prepare related forms, applications, documents, statements, and reports.


• Ability to meet deadlines, be flexible, and cope with interruptions.


• Ability to work independently or as a team member.

Licenses/Certificates/Special Requirements:

• Must have a Driver License, a vehicle available for work-related travel, and appropriate liability insurance.

RECRUITMENT & SELECTION PROCESS: After reviewing the applications, the NWRC will contact the most qualified candidates to participate in a selection process consisting of job-related selection exercises.  NWRC will make reasonable accommodation upon request for those individuals with disabilities.