Grievance and Appeals Coordinator - Call Center (14204)



Grievance and Appeals Coordinator - Call Center

The Quality Assurance Specialist - Call Center is responsible for collecting, researching, and documenting and all grievances from clients, members, providers, and facilities regarding the NEMT Program. He or She will be responsible for complainant contact via telephone, letter, and email, as well as providing accurate service information. They'll Responsible produce and distribute appropriate reports and written correspondence and reporting outcomes to the Quality Assurance Manager.

Major Responsibilities:

  • Receives customer (clients, providers, facilities, etc.) grievances and grievances and documents each contact in the system. 
  • Researches and resolves complaints in collaboration with the Quality Assurance Supervisor and General Manager
  • Provides grammatically correct, well-written, and appropriate responses to grievances.
  • Uses critical thinking and knowledge of NEMT to develop action plans in conjunction with Quality Assurance Supervisor.
  • Ensures all customers receive accurate service information.  Maintains appropriate correspondence with complainant from receipt of complaint to resolution.   
  • Produces complaint reports, summaries, and program reports/letters.
  • Monitors and scores customer service representative calls.
  • Provides superior customer service to clients, members, providers, facilities etc.
  • Manages information regarding specific eligibility requirements for all programs within the Medical Transportation Program.
  • Performs other related duties as required.

Experience & Skills Required:

  • High school diploma.
  • 3 years minimum in customer service, quality assurances, or investigative environment.
  • Grievance experience strongly preferred.
  • Must type a minimum of 45 words/minute General computer and software experience (word processing, data base software and spreadsheet.)
  • Strong written and verbal communication skills.
  • Excellent interpersonal and organizational skills.
  • Critical thinking and problem resolution skills.
  • Attention to detail.
  • Ability to meet deadlines.
  • Self-motivated.
  • Superior customer service skills.
  • Must be able to work independently in a fast-paced/multi-tasked environment and understand the concept of customer service and success.


First Transit is an Equal Opportunity Employer. 

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52633 - Glen Ellyn Call Center
799 Roosevelt Rd., Building #4, Suite 200, Glen Ellyn, Illinois, United States, 60137
  • Company:
    First Transit
  • Terms and Conditions Type:
    Full Time
  • City:
    Glen Ellyn
  • State:
  • Category:
    Administrative & Operational Support
  • Closing Date:
    January 31 2018
  • Contact Telephone Number:
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