Concierge Specialist Position Summary
The Medi Trans Concierge Service Team handles escalations and special circumstances involving health plan members in a dedicated, solution-oriented manner. The Concierge Specialist is responsible for assisting members with complex or difficult transportation needs and ensuring that every effort is made to secure reliable, timely, and appropriate transportation.
This position will work closely with internal departments, transportation providers, health plans, and other resources to resolve transportation challenges. The Concierge Specialist is expected to approach each situation with a can-do, no-fail mindset, with the goal of minimizing unaccepted, unfulfilled, and delayed trips.
Examples may include assisting members in remote areas where transportation options are limited, finding immediate transportation when a scheduled ride falls through, coordinating alternative transportation options, or resolving last-minute issues that could prevent a member from reaching a medical appointment.
Essential Functions
- Handle escalated and complex transportation requests that require additional research, coordination, or problem-solving.
- Work directly with health plan members, transportation providers, internal departments, and other stakeholders to resolve transportation issues.
- Monitor transportation assignments and proactively identify potential issues or failure points that may result in an unaccepted or unfulfilled trip.
- Utilize available transportation resources, including TNC services such as Uber and Lyft, when appropriate and authorized.
- Research and identify alternative transportation solutions when traditional transportation options are unavailable or unable to accommodate a member.
- Maintain a strong customer-service-focused and solution-oriented approach; no problem should be considered too difficult to investigate and resolve.
- Escalate issues to management or other company resources when necessary to meet MediTrans, health plan, and Louisiana Department of Health objectives.
- Maintain detailed and accurate documentation of all actions taken to resolve member transportation issues.
- Communicate professionally and effectively with members, transportation providers, health plans, and internal departments.
- Follow all MediTrans policies, procedures, contractual requirements, and applicable Medicaid/NEMT guidelines.
- Assist with identifying recurring transportation issues and communicate trends or concerns to leadership.
- Maintain knowledge of the MediTrans business model, NEMT services, transportation processes, and available resources.
- Work collaboratively with the Concierge Service Team, Call Center, Dispatch, Credentialing, Claims, Quality Assurance, and other departments as needed.
- Protect member confidentiality and ensure all information is handled in accordance with company policies and applicable privacy requirements.
- Perform other duties and responsibilities as assigned by management.
Minimum Required Education and Qualifications
- High school diploma or equivalent required.
- Associate’s or Bachelor’s degree in business, hospitality, public health, healthcare administration, or a related field preferred.
- Minimum of 1 year of high-impact customer service experience required.
- Previous experience with Medicaid programs, NEMT, healthcare, transportation, or a related industry preferred.
- Strong problem-solving and critical-thinking skills.
- Excellent verbal and written communication skills.
- Ability to remain calm and professional when handling escalated or time-sensitive situations.
- Strong organizational skills and attention to detail.
- Ability to work independently while also functioning effectively as part of a team.
- Ability to work in a fast-paced, high-production environment with meaningful impact on members.
- Comfortable using multiple computer systems and software applications.
- Ability to prioritize multiple urgent requests and meet established service expectations.
Preferred Experience
- High-Impact Customer Service: 1 year required
- Medicaid Programs and NEMT: 1 year preferred
- Experience working with healthcare members, transportation providers, or health plans preferred.
- Experience handling escalations or complex customer service situations preferred.
Core Competencies
- Problem Solving: Identifies solutions quickly and effectively, even when standard transportation options are unavailable.
- Customer Service: Demonstrates empathy, professionalism, patience, and a commitment to member satisfaction.
- Urgency: Understands the importance of timely transportation for medical appointments and acts quickly to prevent missed trips.
- Communication: Clearly communicates with members, providers, health plans, and internal teams.
- Accountability: Takes ownership of assigned issues and follows them through to resolution.
- Teamwork: Works collaboratively across departments to achieve successful outcomes.
- Attention to Detail: Accurately documents transportation arrangements, communications, and resolution efforts.
- Adaptability: Remains flexible and effective when circumstances change or unexpected transportation challenges arise.
Travel / Work Requirements
- Minimal to no travel for work purposes is expected.
- Position is primarily in-person.
- May be required to work varying schedules based on departmental and operational needs.
Compensation
- Salary Range: $37,440 - $39,520 annually
- Pay Type: Hourly
- Benefits: Eligible for company-sponsored benefits in accordance with organizational policy.
- Travel: Business-related travel expenses reimbursed in accordance with company policy.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location
In Person
Pay: $18.00 - $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Education:
- High school or equivalent (Required)
Experience:
- High Impact Customer Service : 1 year (Required)
- Dispatching: 1 year (Required)
- Medicaid Program and NEMT: 1 year (Preferred)
Work Location: In person
