Role Overview
Join our team at SafeRide Health as a Call Center Business Process Outsourcing (BPO) Specialist where you will play a pivotal role in ensuring the effectiveness of our outsourced call center operations. This role bridges the gap between internal SafeRide teams and external BPO partners by owning the intake and resolution of operational inquiries, escalations, and service concerns primarily through our JIRA ticketing system.

You will be responsible for investigating complex issues, relaying findings to leadership, and enabling coaching conversations that drive partner accountability and performance. Your work will directly support service excellence, member satisfaction, and continuous operational improvement. Ideal candidates bring strong attention to detail, clear communication, and a proactive mindset to support both frontline and leadership teams in a dynamic healthcare environment.

Primary Responsibilities

· Serve as a point of contact for internal teams and BPO partners by responding to JIRA tickets with accurate and timely information.

· Investigate escalations or service concerns flagged by internal departments, collecting relevant context to support issue resolution.

· Collaborate with the Associate Manager to relay investigation findings and assist in delivering targeted coaching or performance feedback to BPO partners.

· Promote adherence to operational policies and foster a culture of responsiveness and accountability within BPO partner teams.

· Support the call center team by answering operational questions, providing solutions, and assisting with member-related escalations.

· Relay critical operational insights and trends leadership to support continuous improvement.

· Perform other duties as assigned.

Required Qualifications:

· A high school diploma or equivalent

· Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, resolve conflicts, and influence effectively in-person, via email, and over the phone.

· A demonstrated ability to work successfully in a fast-paced environment demanding self-reliance combined with team spirit, people skills, and a well-honed sense of urgency and priorities.

· Proficient with call center software, workforce applications, quality monitoring tools, and applications

· Advanced problem-solving skills, with a track record of addressing complex operational issues.

You’re an ideal fit if you:

· One (1) year of experience in a Call Center leadership position

· Showcase a positive attitude and genuine empathy in interactions.

· Familiarity with health insurance programs (Medicaid, Medicare, NEMT)

· Bilingual; fluent in both English and Spanish

· Flexibility; able to quickly adapt to changes in business, strategy, and technology.

· Proficient in a variety of online and mobile technologies.

· Have some college/university experience (Pre-healthcare experience a bonus)

Job Requirements:

· Must be able to pass criminal background record check.

· Must be US Citizen.

· Must be able to work flexible shifts with occasional weekend work.

About SafeRide Health:

Driven by our mission “To restore access and dignity to care,” SafeRide Health is a technology and services company dedicated to eliminating barriers in healthcare accessibility. By enhancing the delivery of non-emergency medical transportation across America, we ensure that no patient is left behind. Our proprietary technology, paired with a vast network of thoroughly vetted transportation providers, empowers payers and health systems to offer cost-effective, on-demand transport solutions, refining the patient experience along the way. Today, we proudly serve the nation's largest Medicare Advantage, Medicaid, and provider programs. Discover our impact at www.saferidehealth.com.

If you're ready to be an integral part of a team making a difference, SafeRide Health awaits.