Description and Essential Functions

The Senior Customer Service Representative (Senior CSR) will work in support of GMT’s demand response programs, including but not limited to Medicaid, Older & Disabled Persons (O&D), Recovery and Job Access (RJA). The Senior CSR will serve as an expert in the Medicaid program, including providing direct support to Medicaid riders with complex needs, assisting Call Center Staff in scheduling and documenting Medicaid transportation, and managing portions of the program delegated by the Demand Response Program Manager.
 

Eligibility Determinations:

• Ensures that all riders accessing Medicaid, O&D, and RJA transportation are eligible for services, including both initial and ongoing eligibility determinations.
• Assists the Demand Response Program Manager in training Call Center staff on eligibility requirements and their documentation for each rider.
• Assists the Demand Response Program Manager with Medicaid documentation, billing, and reporting, measuring performance metrics such as call waiting times and call abandonment.
• Escalates any areas of major concern to the Demand Response Program Manager for resolution.

Eligible Rider Support

• Works directly with eligible riders, especially those who may need assistance in navigating application and program requirements to meet their needs beyond the service level normally provided by the Call Center. 

Call Center Coverage

• Provides coverage on the call center phones as needed to book trips and to answer questions for the public and other GMT staff.

Volunteer Coordination

• Assists the Demand Response Program Manager in scheduling and deployment of volunteer drivers for demand response program rides.

Quality Assurance

• Conducts periodic assessments of Medicaid transportation services to enhance the overall quality and efficiency of programs.

VPTA/DVHA Compliance

The incumbent will ensure that GMT operates in compliance with all Vermont Public Transit Association (VPTA) and Department of Vermont Health Access (DVHA) guidance pertaining to the Non-Emergency Medical Transport (NEMT) and Medicaid Bus Pass Program (when rural service returns to fares). This will include but not be limited to reviewing Call Center work, collecting data, preparing reports, and preparing rider correspondence.

Performs other duties as assigned
 

Qualifications

Education and/or Experience:

• Bachelor degree in a human services field; or
• Associate degree or higher in a field related to human services or transportation systems and two (2) years’ relevant experience; or
• Four (4) years’ relevant experience.

Essential Job Skills and Abilities: 

• Must be self-organized, able to work independently, and demonstrate good judgment.
• Must be able to interpret written guidance and apply it to real-world operations to both solve issues for riders and ensure compliance.
• Must be able to maintain effective working relationships with riders, other employees, and external partners/stakeholders.
• Must be able to effectively communicate with the riders, employees, and partners in person, over the phone, or via email.
• Must be able to effectively use office technology. This includes but is not limited to phone systems, copiers/printers/fax machines, and computers. Must be well versed in email, word processing software, spreadsheet software, and shared resources (such as Google Documents). Must be willing and able to learn customized software used to track, schedule, and report on transit services.

Benefits

• Wage: Starting wage is $26.94 per hour
• Time Off: 8.67 hours of paid time off accrued per pay period; equivalent to 5+ weeks off
• Schedule: This is an on-site position, non-exempt (eligible for overtime) and will work Monday through Friday, 7:30 am to 4:30 pm
• Health: 92.5% paid health care coverage by GMT including medical, dental, vision, and prescription. 100% paid premiums for Short-Term Disability and Long-Term Disability by GMT.
• Savings: GMT offers 457 Retirement Plans. After one year, employees who contribute of 3% will be matched by GMT at 5% and employees who contribute 5% will be matched by GMT at 7%.

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

GMT is committed to providing a workplace that includes people of diverse backgrounds and fully utilizes their talents to achieve its mission. GMT believes that an inclusive and diverse workplace culture enhances the performance of our organization and our ability to fulfill the agency’s mission.

GMT is an equal employment opportunities (EEO) employer to all employees and applicants for employment without regard to political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services. In addition to federal law requirements, GMT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.