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News & Updates

Customer Service Representative Apr 29

Join COIC’s team as a CERC – Customer Service Representative!

Author: Ashley Hooper | Posted on

POSITION SUMMARY

The Central Oregon Intergovernmental Council (COIC) is accepting applications for Customer Service Representatives to work in the Redmond – Call Center. This position will receive calls, and process and schedule ride requests for medical transportation services for eligible Medicaid clients. 

As the initial contact with the public, the Customer Service Representative (CSR) must be courteous and professional and be able to represent COIC/CERC in a manner that will maintain and promote the positive reputation of the organization. 

The CSR must be capable of dealing with a wide range of personalities in telephone conversations and be able to treat clients, many of who suffer from a range of medical and physical ailments, with respect and understanding. The CSR must have a working knowledge of the transportation options throughout our region. 

While the primary responsibilities of the CSR are receiving ride requests, processing and scheduling rides, the CSR will also take on additional lead roles as identified by the Program Administrator. This position regularly assists with other areas of CERC operations, including providing calls with information on other transportation operations in Central Oregon and beyond, by tracking data, developing reports, quality assurance activities, and assisting with training and additional responsibilities.

This position will remain open until filled.  The first review of applications will be May 3, 2019. You can apply by following this link.

Notification to all candidates will be sent via email only. Please check your email for recruitment information.

FUNCTIONS, DUTIES AND RESPONSIBILITIES

The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities.

  • Receive calls, identify and obtain information necessary to determine transportation needs;
  • Provide appropriate information on transportation options and set up rides as appropriate; 
  • Process ride requests and information from clients, providers and/or client representatives via telephone, email or fax;
  • Determine appropriate ride type, pertinent information needed; correct billing; and other necessary information for each call received to be properly processed;
  • Ensure each client is eligible for transportation services and that the purpose of the ride is covered by CERC programs;
  • Enter all required information into the CERC computer system to ensure the most appropriate, lowest cost ride will be selected for the particular client and medical transportation need; 
  • Enter appropriate notes to document specific needs when higher cost transportation is required or unusual circumstances exist that may affect the cost or mode of the ride;
  • Perform limited scheduling of rides to providers as assigned;
  • Assist documenting Medicaid transport pre and post ride verifications in a timely manner;
  • Assist with processing of Travel Reimbursement Verification forms and volunteer driver trip sheets;
  • Answer the CERC dedicated provider phone line and follow up with appropriate assistance and support for the CERC transportation providers and the clients they are transporting.  Make accurate ride adjustments in OBSS or Route Match as needed;
  • Assist in quality assurance monitoring and correction to meet CERC’s established error rate guidelines.  Review future rides for error reduction;
  • Receive comments, complaints, and other information related to the services provided by and coordinated through CERC;
  • As appropriate, record information in Customer Comment Forms (CCF’s). Notify appropriate COIC staff member when an incident requires immediate or particular attention and assist in responding to the incident as directed by the Program Administrator;
  • Assist in reviewing ride records to ensure all ride assignments and other program activities are justified at the level required for a program audit;
  • Handle real-time troubleshooting issues regarding rides scheduled through CERC. Potential troubleshooting issues include, but are not limited to, missed pickups, late pickups, lost drivers, missing client, client complaints, provider complaints, and other situations that could affect the delivery of safe and reliable transportation to CERC clients.  Assistance should be provided with the goal of serving the best needs of the client while adhering to established program rules, procedures and policies;
  • Help train new staff members on the process and procedures for responding to ride requests, scheduling rides, using all brokerage software, and all other duties related to the position;
  • Work with clients to help them know how to utilize CERC services to access appropriate transportation based on their need and eligibility, and to understand their rights and responsibilities within the various programs;
  • Provide information to community partners (medical facilities, assisted living facilities, human service workers, etc.) to help them understand the mission and role of CERC in coordinating transportation for clients;
  • Perform related clerical duties as needed, including, but not limited to data tracking, related reports, and sorting and processing outgoing mail;
  • Provide support to CERC staff and other duties as instructed by supervisors.

Travel
No travel is expected for this position.

EDUCATIONAL/EXPERIENCE REQUIREMENTS

  • High school diploma or equivalent plus three (3) year’s work experience in a related field, or the equivalent combination of education and experience in a related field may be substituted.  Previous call center and/or customer service experience is highly considered.
  • Must be willing and able to appear for scheduled work with regular and punctual attendance.
  • Proficiency with Microsoft Word and Excel;
  • Ability to gain proficiency in the CERC ride tracking and scheduling software;
  • Obtain and maintain sufficient knowledge of all CERC programs, policies and procedures to ensure accurate performance;
  • Must have the ability to work as part of a team;
  • Ability to deal with a wide range of personalities, temperaments, and ability levels while maintaining a courteous and professional demeanor at all times;
  • Ability to complete multiple tasks, occasionally under highly stressful and/or time-sensitive conditions;
  • This position requires regular attendance with minimal unplanned leave;
  • Must pass a criminal background and driving background check;
  • Must maintain client and agency confidentiality;
  • Ability to manage time effectively and efficiently;
  • HIPAA Certification (provided by COIC);
  • Assist with all other duties as assigned

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