Escalation Call Counselor in Indianapolis, Indiana at Professional Management Enterprises

Starting Pay: $17.00 per hour
Schedule: Full-Time | Monday–Friday
Remote Opportunity: Eligible after successful completion of the probationary period

Are you great at solving problems, helping people, and staying calm when things don’t go according to plan?

WellTrans is growing our team and looking for Escalation Call Counselors who are ready to take their customer service skills to the next level.

This is more than a traditional call center position. Our Escalation Call Counselors help members navigate transportation concerns, solve time-sensitive issues, assist with high call volumes, and work with teams across the organization to find solutions.

Even better, employees who successfully complete their onsite training and probationary period and demonstrate strong performance can become eligible to transition to remote work.

We are currently hiring for multiple Monday–Friday schedules:

• 5:00 AM – 1:30 PM — Get an early start and enjoy your afternoons!
• 8:00 AM – 4:30 PM — A traditional daytime schedule
• 12:30 PM – 9:00 PM — Perfect for those who prefer a later start

No regularly scheduled weekends.

As an Escalation Call Counselor, you’ll be someone our members and internal teams can count on when additional help is needed.

You’ll:

• Assist members with transportation and service-related concerns
• Help resolve escalated and time-sensitive situations
• Support the Call Center during periods of high call volume to help reduce wait times and ensure members receive timely assistance
• Research issues and identify solutions
• Provide compassionate and professional customer service
• Work with Routing and other internal teams to resolve concerns
• Document member interactions and follow-up needs
• Manage calls, tickets, and other assigned tasks
• Shift between responsibilities based on daily call volume and operational needs
• Use your judgment and problem-solving skills to help create a positive member experience

• Have 3 years of previous call center or customer service experience
• Enjoy helping people and solving problems
• Can remain calm and professional during challenging conversations
• Are comfortable working in a high-volume call environment
• Are comfortable learning and navigating multiple computer systems
• Communicate clearly and professionally
• Are dependable and take pride in your attendance and performance
• Can work independently while still being part of a team
• Are flexible and willing to assist where needed based on call volume and business needs
• Enjoy a fast-paced environment where every day may look a little different

Experience in healthcare, transportation, dispatch, scheduling, or high-volume customer service is a plus, but we are also interested in candidates with strong transferable customer service experience.

All Escalation Call Counselors begin onsite for training and their probationary period, giving you time to learn our systems, build confidence in the role, and connect with your team.

After successfully completing the probationary period, employees who are meeting attendance, quality, productivity, and performance expectations may be approved to transition to working remotely.

Remote employees must have a reliable internet connection and a private, distraction-free workspace that meets HIPAA requirements. Remote team members also participate in our camera-on work environment to help our teams stay connected throughout the day.

We’ll review the complete remote-work expectations with candidates during the hiring and onboarding process.

• Starting pay of $17.00 per hour
• Monday–Friday schedules
• No regularly scheduled weekends
• Multiple shift options
• Opportunity to transition to remote work after probation
• Paid training
• Experience in the growing healthcare transportation industry
• Opportunities to develop advanced customer service, de-escalation, and problem-solving skills
• A team-focused environment where your work directly impacts the people we serve

If you’re looking for a position where you can use your customer service experience, build new skills, and work toward the flexibility of a remote schedule, we’d love to hear from you.

Apply today to become a WellTrans Escalation Call Counselor!