CT
Customer Service Representative
full-time•Glen Allen
About this role
About MediDrive
MediDrive is a rapidly growing NEMT (Non-Emergency Medical Transportation) startup focused on providing a better experience for members who depend on transportation to access healthcare. Our Richmond, VA contact center is central to that mission, and we’re assembling a team of compassionate, detail-oriented Customer Service Representatives who want to make a meaningful difference every day.
Position Summary
The Customer Service Representative (CSR) handles inbound and outbound calls to schedule rides, verify eligibility, resolve transportation issues, and assist members with empathy and accuracy. This role is highly service-focused, requires strong attention to detail, and is vital to ensuring members reach their medical appointments safely and on time. We are seeking reliable team players who communicate effectively, excel in a fast-paced environment, and are eager to help build a new contact center from the ground up.
Essential Responsibilities
Member Support & Ride Scheduling
- Answer inbound calls and assist members with scheduling, updating, or canceling transportation.
- Make outbound calls to confirm trips, provide updates, or follow up on issues.
- Use internal systems to verify eligibility, benefits, and required trip information.
- Provide clear communication regarding pickup times, provider information, and ride expectations.
Issue Resolution
- Handle concerns related to late drivers, missed pickups, or other transportation challenges.
- Escalate urgent or complex situations to supervisors or Tier 2 support.
- Document all interactions clearly and accurately in the CRM system.
Accuracy & Compliance
- Follow all state Medicaid, HIPAA, and transportation compliance requirements.
- Ensure complete and precise documentation for each call.
- Adhere to scripting, system workflows, and quality assurance guidelines.
Performance & Teamwork
- Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy. Participate in training, coaching, and team huddles.
- Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.
Qualifications
Required
- 1+ year of experience in a call center, customer service, healthcare, transportation, or similar role.
- Strong communication skills and ability to remain calm under pressure.
- Comfort navigating multiple computer systems and documenting quickly.
- Detail-oriented with strong problem-solving ability.
- Reliable attendance and punctuality.
- Must be on-site full-time in Richmond, VA.
- Contact center hours include weekdays, weekends, and some holidays.
Preferred
- Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.
- Bilingual (English/Spanish).
Skills and Competencies
- Customer-first mentality
- Strong verbal communication
- Multitasking and time management
- Accuracy and attention to detail
- Ability to follow processes and adapt in a startup environment
- Team-oriented mindset
We are actively hiring for both in-person roles based out of the Glen Falls, VA, office and remote positions, with priority given to in-person candidates. The anticipated start date for these roles is March 2nd, 2026.
What you'll do
- The Customer Service Representative handles inbound and outbound calls to schedule, verify eligibility, and resolve transportation issues for members needing non-emergency medical transportation. This role requires ensuring members reach their medical appointments safely and on time while adhering to compliance requirements.
About Corporate Transportation Group
CTG pushes the boundaries of passenger ground transportation. We run dedicated microtransit operations, manage broker programs, coordinate corporate travel, and deliver NEMT medical transportation—powered by modern tech that streamlines workflows and elevates the experience for riders and drivers. With 30+ years of hands-on operations and a broad U.S. footprint, we combine deep industry expertise with cutting-edge solutions to deliver reliable, accessible, and scalable mobility for organizations and communities. For customers, that means consistent quality and accountability; for talent, it’s a place where transportation pros and technologists solve meaningful problems and grow their careers.
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Frequently Asked Questions
What does a Customer Service Representative do at Corporate Transportation Group?
As a Customer Service Representative at Corporate Transportation Group, you will: the Customer Service Representative handles inbound and outbound calls to schedule, verify eligibility, and resolve transportation issues for members needing non-emergency medical transportation. This role requires ensuring members reach their medical appointments safely and on time while adhering to compliance requirements..
Is the Customer Service Representative position at Corporate Transportation Group remote?
The Customer Service Representative position at Corporate Transportation Group is based in Glen Allen, Virginia, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Service Representative position at Corporate Transportation Group?
You can apply for the Customer Service Representative position at Corporate Transportation Groupdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.