Remote Member Support Agent – Healthcare Transportation

This is a remote position.

Remote Member Support Agent – Healthcare Transportation

Living for Tomorrow is currently accepting applications for a remote customer service opportunity supporting a healthcare transportation program.

This role is a good fit for someone who is patient, detail-oriented, comfortable assisting members with sensitive transportation concerns, and able to navigate multiple systems while documenting information accurately.

Compensation

Agents work as independent contractors and select available servicing intervals based on program availability and servicing requirements.

What You’ll Do

Agents may assist members with:

• Transportation to and from healthcare appointments
  

• Scheduling and transportation support
  

• Resolving member concerns
  

• Recovering failed or missed scheduled trips
  

• Reviewing transportation and benefit eligibility
  

• Educating members about available transportation benefits
  

• Coordinating with internal departments
  

• Entering trip and member information accurately
  

• Documenting member concerns and resolutions
  

Servicing Availability

Intervals are available:

Daily | 4:00 AM–8:00 PM ET

Approximately 25% of available intervals are on Mondays.

Agents must be able to service:

4 hours / 8 intervals on Mondays

During the Certification SOW, agents must service at least 10 hours / 20 intervals per week, including the required Monday intervals.

During Phase 2, a minimum of 24 intervals per week is required.

Certification Schedule

Certification includes instructor-led learning, self-study content, system training, member-support procedures, and live call-taking.

Certification Requirements

To successfully complete certification, agents will need to:

• Complete 100% of required self-paced modules
  

• Meet required quiz, exam, and tollgate scores
  

• Successfully complete role-play activities
  

• Meet technology requirements
  

• Maintain an Average Handle Time of 850 seconds or less during Phase 2
  

• Pass at least 3 of 5 required Quality Audits
  

• Service at least 24 intervals per week during Phase 2
  

• Complete the required Security Awareness course and score at least 85%
  

Equipment Requirements

Agents must have:

• Windows 11 computer with all updates completed
  

• At least 12 GB RAM
  

• At least 60 GB total hard-drive space with 40 GB available
  

• Hardwired internet connection
  

• Minimum 30 Mbps download speed
  

• Minimum 10 Mbps upload speed
  

• Network latency of 50 ms or less
  

• Two monitors with 1920×1080 resolution
  

• USB 3.0 port
  

• Hardwired noise-cancelling USB headset with phone-quality audio
  

• Webcam for certification
  

Daily equipment scans and facial authentication may be required for class access.

Performance Expectations

Agents are expected to maintain:

• Commitment Adherence: 90% or higher
  

• Average Handle Time: 390 seconds or less
  

• Quality Assurance: 96% or higher
  

• Post Call Survey: 96% or higher
  

• Policy/Process Errors: No more than 3 per month
  

Accuracy, professionalism, and complete documentation are especially important in this role.

Screening & Enrollment Requirements

This opportunity requires:

• Background check
  

• Drug screening
  

• Photo ID verification
  

• $75 background check and drug-screening fee paid directly to the vendor
  

The drug screening must be scheduled within 48 hours of receiving the vendor email.

Both screening requirements must be successfully completed at least 7 days before class begins.

Monthly background checks may also be required to maintain good standing while servicing.

Preferred Qualifications

You may be a strong fit if you:

• Have healthcare or member-support experience
  

• Have approximately 12 months of healthcare experience
  

• Type at least 35 WPM
  

• Can work comfortably in a high-volume environment
  

• Communicate clearly and professionally
  

• Have strong attention to detail
  

• Can remain calm while resolving member concerns
  

• Follow policies and processes consistently
  

• Can navigate multiple computer systems
  

• Have a reliable and professional home workspace
  

Ready to Get Started?

If you want a structured remote customer service opportunity where your work helps members access important healthcare transportation, apply with Living for Tomorrow to begin the qualification process.

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