Calling to arrange transportation is an easy and efficient process for our passengers. Our Customer Service Representative (CSR) will answer promptly, courteously, and in a caring manner. The CSR uses a step-by-step process to determine the passenger’s medical needs or any other special needs such as a wheel chair, cane, or disability, and then efficiently arrange the required transportation. Our proprietary software automates the process and helps ensure accuracy with subsequent calls. We use state-of-the-art Voice over Internet Protocol (VoIP), so our CSRs operate in a more cost-effective manner than call centers using traditional telephone lines. A CSR must balance meeting the needs of the passenger while upholding our clients’ protocols. This requires excellent communication skills– listening and speaking– and the discernment to know when to escalate a trip request. We provide necessary training and performance monitoring to uphold our quality standards.
At MTM, we place high importance on passenger education. When our client’ members know how to use the program properly, everyone benefits. Our CSRs educate first time callers on using the service. Re-education continues as needed to help passengers understand their transportation benefit and any changes that may occur. Through a series of questions, the CSR guides the caller through the scheduling process. The CSR checks for special requirements and notes any into the system. The CSR will ask questions to clarify the passenger’s physical or mental ability to ensure we assign the most appropriate level of care and transportation mode. The “modes,” or types, of transportation include public transit, personal mileage reimbursement, sedan, paralift, or stretcher. When necessary, MTM CSRs verify with medical providers to ensure the most appropriate transportation mode assignment.
Calling to arrange transportation is an easy and efficient process for our passengers. Our Customer Service Representative (CSR) will answer promptly, courteously, and in a caring manner. The CSR uses a step-by-step process to determine the passenger’s medical needs or any other special needs such as a wheel chair, cane, or disability, and then efficiently arrange the required transportation. Our proprietary software automates the process and helps ensure accuracy with subsequent calls. We use state-of-the-art Voice over Internet Protocol (VoIP), so our CSRs operate in a more cost-effective manner than call centers using traditional telephone lines. A CSR must balance meeting the needs of the passenger while upholding our clients’ protocols. This requires excellent communication skills– listening and speaking– and the discernment to know when to escalate a trip request. We provide necessary training and performance monitoring to uphold our quality standards.