Bilingual Customer Service Representative

Identifying Components

Status: Hourly, Non-exempt
Reports To: Non-Emergency Medical Transportation Brokering Call Center Supervisor
Department: Non-Emergency Medical Transportation Brokering (NEMT)
Location: Yakima, WA
Salary Range: DOQ
Last Revision: January 26, 2021

Core Competencies

People For People employees may be evaluated during their annual performance review on Core
Competencies in addition to their duties contained within their job description. Each Core Competency
will then be defined based on the type of work the employee performs. Core Competencies are as
follows:

• Accountable

• Focus on Customer

• Interpersonal Communicator

• Professional

• Team Centered

• Knowledge of Job

• Performance of Job

General Summary
The Customer Services Representative (CSR) works closely with clients or advocates in a call center
environment and via telework. This includes accepting requests via telephone/fax/email or web portal for
transportation and related services. The CSR determines eligibility for transportation and other related
services for the designated service areas in Washington State utilizing PFP’s custom transportation and
brokering software. The CSR arranges appropriate transportation solutions for a client to reach their critical
medical service.
Essential Functions and Duties

• Demonstrates a strong commitment to customer service and People For People’s mission.

• Provides professional customer service and communicates with people of all cultures, languages,

ages, genders, gender preferences, races, physical abilities, ethnic backgrounds, and religions.

• Maintains professional and positive working relationships with fellow staff, providers, and other

agencies.

• Builds rapport with clients/advocates by greeting them over the phone in a courteous, friendly, and

professional manner.

• Assists clients through the various stages of the eligibility screening process.

• Creates client’s portfolio in the client database accurately reflecting client’s eligibility and service

needs.

• Processes trip requests received via phone, fax, or on-line, and schedules transportation and

related services for clients.

• Accurately files documents digitally in client records or appropriate location.

• Identifies documents or resources needed to confirm eligibility and ensure appropriate services.

• Enforces contractual agency and NEMT program eligibility requirements.

• Utilizes internet to access and retrieve maps/directions for mileage calculations and for providing

information to clients, locating medical facilities, identifying clinic or physician names, or locating
addresses.

• Abides by agency confidentiality policy, HIPAA policies and maintains client confidentiality as per

federal and state statutes.

• Provides referral information and assistance regarding other services to callers who are ineligible

for services.

• Regular, daily attendance and punctuality is essential to our business and to this position.

• Performs other related duties as assigned.

Job Specifications KSAOs (Knowledge, Skills, Abilities and Other characteristics)

• Geographic knowledge of regions and locations in Washington State.

• Knowledge of computer systems including Windows Operating Systems, Microsoft Office Products

(Word/Excel/Outlook/Gmail/Google Hangouts), Fax Server Software, etc.

• Knowledge of communications systems (voicemail/telephone/automatic call distribution system).

• Ability to work from home in a separate work area in a quiet setting.

• Responsible to ensure the confidentiality of client calls and interactions as per company policy.

• Must have stable internet access capabilities for telework purposes.

• Knowledge of general office procedures (faxing/electronic filing).

• Excellent oral and written communication skills.

• Strong listening skills.

• Time management skills.

• Critical thinking skills.

• Ability to plan, schedule, and execute assigned tasks.

• Ability to represent the program with tact and diplomacy.

• Ability to demonstrate respect and sensitivity to the needs of diverse populations.
• Self-motivated.

• Organized and detail oriented.

• Ability to handle stressful situations on a day-to-day basis.

• Ability to work well in a team environment and maintain professional and positive interactions with

clients and supervisors and other employees in a client centered environment.

• Ability to exercise sound judgment and effective decision-making skills to accomplish goals and

creatively problem solve issues.

• Ability to use a variety of technical office equipment (fax, printer, scanner, copier).

• Ability to teach others and be cross trained on other job duties.

• Ability to attend training seminars and departmental meetings as directed.

Educational/Work Experience Requirements

• High school diploma or GED equivalent.

• Two years’ experience as a Customer Service Representative, Client Service Representative, or

similar experience in a related field.

• Excellent communication and customer service skills.

• Excellent knowledge of and ability to use Microsoft integrated applications.

• Self-starter, independent worker, team player, and ability to multi-task.

Other Requirements

• Employment is contingent upon successfully completing and passing a Pre-employment

Drug Screen and a Washington State Patrol Background Check and/or National Background Check,
Reference Checks, Credit Check if applicable and other required documents.

• Must have reliable transportation to adhere to attendance expectations unless authorized to

telework.

Working Conditions/Physical Environment

• Duties are performed primarily in an office environment unless telework is approved. Sitting,

stooping, walking, standing and light lifting. Heavy telephone use, utilizing a headset. Moderate to
heavy computer data entry.

• May be required to utilize personal vehicle to attend meetings/seminars in other locations (must

have a valid driver’s license, valid insurance, and registration). Maybe be required to attend
meetings via video conference such as Zoom or other software.

• Physical requirements include the dexterity to reach, stand, climb, squat, twist, finger keyboards,

lift light loads, and the ability to do sedentary work.

Safety Sensitive: This is not a safety sensitive position.
Disclaimer
The statements contained herein reflect general details as necessary to describe the principal functions of
this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be
considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned,
including work in other functional areas to cover absences or relief, to equalize peak work periods or
otherwise to balance the workload.

People For People is an equal opportunity employer and does not unlawfully discriminate on the basis of
race, creed, national origin, disability, sex, marital status, age, or any other protected status covered by the
federal or state law. Please let People For People know if you need of a reasonable accommodation in order
to perform the essential functions of the job or to participate in the application process.

This job description does not constitute an employment agreement between the employer and employee
and is subject to change as the needs of the employer and requirements of the job change.