Customer Service Representative (Bilingual English/Spanish)

About the Role

At SafeRide Health, we restore access and dignity to care by ensuring transportation is never a barrier to medical treatment. As a Bilingual Customer Service Representative, you will support English- and Spanish-speaking members, providers, and health plans requesting non-emergency medical transportation (NEMT). This role plays a vital part in ensuring equitable access to care by delivering accurate scheduling support and compassionate service to diverse communities nationwide.

Key Responsibilities

Take inbound calls from Members, Medical Facilities, Transportation Providers, and Health Plans in both English and Spanish.

Accurately gather and enter detailed trip information to ensure successful ride scheduling and completion.

Confirm member eligibility and review transportation benefits.

Respond to member inquiries regarding transportation services in both languages.

Identify and assess members’ additional needs and escalate when appropriate.

Intake and document member concerns and complaints in accordance with internal guidelines.

Collaborate with internal departments to resolve real-time service issues.

Perform other duties as assigned.

Required Qualifications

High school diploma or equivalent.

Minimum of one (1) year of inbound call center experience in a high call-volume environment.

Fluency in English and Spanish (verbal and written), including the ability to communicate clearly and professionally in both languages.

Ability to type at least 35 words per minute accurately.

Strong verbal and written communication skills.

Demonstrated ability to remain calm and professional in high-stress situations.

Ability to work flexible shifts.

Must pass a criminal background check and sanctions screening.

Preferred Qualifications

Experience working with Medicaid, Medicare, or Non-Emergency Medical Transportation (NEMT) guidelines.

Knowledge of health insurance programs and benefits.

Experience serving geographically and culturally diverse populations.

Remote Work Requirements

Dedicated, quiet, well-lit workspace free from interruptions.

Notebook or desktop computer with minimum processing speed of 1.6 GHz and 16 GB usable RAM available.

High-speed wired broadband internet: minimum 150 Mbps in a dedicated environment or 300 Mbps in a shared environment (backup provider preferred).

Benefits

We offer a supportive and mission-driven work environment with competitive compensation and comprehensive benefits, including: Career growth and development opportunities within a rapidly growing healthcare organization; Competitive hourly pay; Quarterly performance-based incentive opportunities; Medical, dental, and vision insurance; 401(k) with company match; Paid time off and paid sick leave; Paid company holidays.

About Us

SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation across America. We partner with leading Medicare Advantage, Medicaid, and provider organizations to deliver cost-effective, on-demand transportation intelligently — enhancing the member experience while improving access to care. Guided by our values — Take the Wheel, Set Your Course, Act with Integrity, and Lead with Compassion — we are proud to support millions of rides each year for underserved populations nationwide.