Live Monitoring Coordinator

This is a hybrid position open to candidates within a 40-mile radius of our headquarters. For those residing more than 40 miles away, the role will be fully remote.

SUMMARY

The Live Monitoring Coordinator closely monitors the scheduled transportation of our members, conducting courtesy calls to ensure members are picked up on time and transported to their appointments using the appropriate level of care.

DUTIES & RESPONSIBILITIES

• Monitors alerts (cancellations) when they occur and sends a new driver. Solves alerts by using available technology.
• Conducts proactive outbound courtesy calls explaining what the issue to the member was; and if the transport is still needed, advising them of the type of vehicle, driver & ETA. Interacts with drivers and members to ensure that the member is picked up.
• Resolves transportation problems with On-Demand providers and drivers. Reports customer complaints to the appropriate department for resolution. Maintains professional relations with transportation providers.
• Performs as many alerts as possible in the shortest time possible.
• Performs a minimum of 250 daily outbound calls.
• Investigates and resolves member and customer complaints specific to trips as required.
• Reports issues caused by data entry error.

• High school diploma or equivalent (Associate’s degree desirable).
• 1 year of experience or equivalent training in dispatching transportation requests; or as a customer service representative in a contact center.
• Ability to type and use a computer while listening to information. Proactively engage members and customers to resolve concerns.
• Ability to multitask. Excellent attendance. Professional appearance and demeanor.
• Ability to prioritize situations and react quickly to changing dynamics.
• Bilingual (English/Spanish).