Bilingual (English/Spanish) Customer Service Representative

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. We’re assembling a team of compassionate, bilingual (ENGLISH/SPANISH) , detail-oriented Customer Service Representatives who want to make a meaningful difference every day. The following 4 shifts are available for fully remote work. You MUST BE LOCATED IN THE UNITED STATES OF AMERICA. There is 1 position available for each shift. You MUST be able to work one of these 4 shifts, must be able to start on September 3rd and you MUST be English/Spanish fluently bilingual. Tuesday–Saturday | 8:00 AM – 4:30 PM Tuesday–Saturday |10:00 AM – 6:30 PM Sunday–Thursday | 8:00 AM - 4:30 PM Sunday–Thursday |10:00 AM – 6:30 PM Position Summary The bilingual 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 clear