Call Center Operator

Description

Schedule: Mondays- Friday from 8:00 am - 4:30 pm, or 10:00 am - 6:30 pm
Compensation: $14.50/hour
Work Environment: Remote, must reside in the state of Indiana

Role Summary

The Operator is responsible for managing inbound calls in the queue, ensuring all interactions comply with HIPAA regulations, and following the designated call-handling process based on call type. This role supports efficient call flow and provides timely responses to members and providers.

Key Responsibilities

• Answer and direct incoming calls in a timely and professional manner.
  Help ensure calls are routed to the correct department or representative to maintain smooth daily operations.
• Confirm each caller’s identity using approved verification steps before discussing any information.
  Non-Urgent Requests (More than 48 hours in advance): Record the details and schedule a follow-up.
   
• Urgent or Same-Day Requests: Transfer the caller immediately to the appropriate support line.
   
• “Where’s My Ride” Inquiries: Direct the caller to the correct team for real-time ride updates.
   
• Recurring or Standing Appointments:
   
• Routing Questions: Forward to the routing department for assistance.

Documentation & Compliance

• Accurately record all call details and outcomes in the system.
   
• Maintain confidentiality and follow all privacy and compliance standards at all times.

About WellTrans

WellTrans is a mission-driven organization committed to providing safe, reliable, and compassionate transportation coordination for members in need. Our team plays a vital role in ensuring members receive timely access to care.

Candidates must be able to pass a background check and drug screening and have reliable high-speed internet service. 

Requirements

Must be able to follow remote work requirements such as be on camera for your full shift and work in a private and HIPAA compliant space free of others.  

• Strong communication and active listening skills.
   
• Ability to follow structured workflows and policies with precision.
   
• Reliable, high-speed internet connection.
   
• Quiet, distraction-free workspace suitable for handling calls remotely.
   
• Previous call center or healthcare-related experience preferred but not required.