Escalation Call Center Agent- WellTrans

Description: Location: Indianapolis, IN
Job Type: Full-TimeWellTrans NEMT is hiring Escalation Agents to support our growing call center. This role handles complex issues, urgent trip concerns, and calls that require advanced problem-solving. Escalation Agents work closely with internal teams to resolve service failures, support stranded members, and ensure a positive and safe experience for all.
ResponsibilitiesHandle escalated or urgent member and provider calls
De-escalate frustrated callers with professionalism and empathy
Investigate and resolve complex trip issues (delays, missed trips, safety concerns)
Coordinate with Routing, Dispatch, Provider Relations, and leadership
Provide real-time follow-up and complete accurate documentation
Identify when formal complaints must be submitted through the correct channels
Support Member Advocates with questions related to escalation criteria

Why Join WellTransGrowing statewide NEMT leader
Opportunities for advancement
Supportive leadership and team environment
Meaningful work helping members access essential care

Requirements:

Requirements

• At least 5 years of customer service experience with at least 3 years in a call center setting
• Strong de-escalation and problem-solving skills
• Excellent communication and documentation abilities
• Ability to stay calm under pressure and manage high-severity situations
• Must work on-site (no remote options)