Evening Shift Trip Assignment Specialist – Remote Customer Service & Dispatch Coordination for Non‑Emergency Medical Transportation

About arenaflex

arenaflex is a leading provider of non‑emergency medical transportation (NEMT) services, dedicated to ensuring that patients, seniors, and individuals with mobility challenges receive safe, reliable, and compassionate rides to medical appointments, therapy sessions, and other essential destinations. Our mission is to bridge the gap between healthcare providers and patients by delivering transportation solutions that are punctual, respectful, and tailored to the unique needs of each rider. As a technology‑enabled, home‑based operation, arenaflex leverages cutting‑edge scheduling platforms, real‑time communication tools, and a network of vetted Care Partners to create a seamless experience for both members and drivers.

We are proud to be at the forefront of an industry that directly impacts health outcomes, patient satisfaction, and community well‑being. Our commitment to innovation, safety, and empathy has earned arenaflex a reputation as a trusted partner for hospitals, clinics, and insurance providers across the United States. If you are passionate about making a tangible difference in people’s lives while working in a dynamic, remote environment, you have found the right place.

Position Overview

arenaflex is seeking a highly motivated Trip Assignment Specialist to join our remote team on the evening shift (Monday night through Friday night, 11:30 PM – 8:00 AM PT). In this pivotal role, you will be the central hub that connects incoming ride requests with our skilled dispatchers and Care Partners. Your primary responsibility will be to assign 700–900 trips each night using the Health‑E Rides system, while also handling inbound member calls, coordinating last‑minute trips, and providing essential administrative support.

This position offers a unique blend of operational logistics, customer service, and administrative coordination—all from the comfort of your home. You will work closely with a collaborative team of dispatchers, Care Partners, and support staff to ensure that every ride is scheduled accurately, efficiently, and with the appropriate language and accessibility considerations.

Key Responsibilities

Trip Assignment & Scheduling

• Assign 700–900 nightly trips to dispatchers in the Health‑E Rides system, ensuring each assignment aligns with member needs and dispatcher availability.
• Construct daily dispatcher schedules that incorporate mandatory breaks, lunch periods, and shift rotations while maintaining compliance with labor regulations.
• Match members with dispatchers based on language proficiency, cultural competency, and any special accommodation requirements.
• Stack trips to contracted Care Partners, optimizing route efficiency and minimizing rider wait times.
• Monitor real‑time system alerts to re‑allocate trips in response to cancellations, emergencies, or unexpected changes.

Member Interaction & Coordination

• Answer inbound calls from members during evening hours, providing courteous, accurate, and empathetic assistance.
• Coordinate on‑the‑fly trip requests that arise after the primary scheduling window, ensuring seamless integration into existing schedules.
• Document all member interactions in the CRM system, capturing essential details for future reference and quality assurance.

Administrative Support

• Process payment-related tasks for Care Partners, including invoice verification, expense reconciliation, and timely disbursement.
• Handle Level 1 administrative tickets in Zendesk, escalating complex issues to senior support teams as needed.
• Maintain up‑to‑date records of dispatcher performance metrics, trip fulfillment rates, and service quality indicators.
• Participate in nightly debriefs with the operations team to discuss challenges, share insights, and propose process improvements.

Essential Qualifications

• Healthcare Experience (Preferred): Prior exposure to the healthcare or NEMT sector is highly valued, as it provides context for member needs and regulatory considerations.
• Reliability & Availability: Demonstrated ability to consistently work the designated evening shift (11:30 PM – 8:00 AM PT) Monday through Friday.
• Technical Proficiency: Comfortable navigating web‑based scheduling platforms, CRM tools, and ticketing systems such as Zendesk.
• Communication Skills: Excellent verbal and written communication, with a focus on active listening and clear articulation.
• Organizational Acumen: Strong multitasking abilities, attention to detail, and the capacity to prioritize high‑volume workloads without sacrificing accuracy.
• Problem‑Solving Mindset: Ability to think quickly, adapt to changing circumstances, and devise practical solutions under time pressure.

Preferred Qualifications & Additional Skills

• Experience in remote or virtual call‑center environments.
• Familiarity with transportation logistics, route optimization, or fleet management.
• Knowledge of HIPAA regulations and best practices for handling protected health information.
• Proficiency in a second language, especially Spanish, Mandarin, or other languages commonly spoken by arenaflex members.
• Demonstrated track record of meeting or exceeding service level agreements (SLAs) in a fast‑paced setting.
• Comfort with data analysis tools (e.g., Excel, Google Sheets) to generate performance reports.

Core Skills & Competencies

• Customer‑Centric Attitude: A genuine desire to help members reach their medical appointments safely and on time.
• Analytical Thinking: Ability to interpret scheduling data, identify patterns, and make data‑driven decisions.
• Team Collaboration: Strong interpersonal skills to work effectively with dispatchers, Care Partners, and senior leadership.
• Time Management: Mastery of personal productivity techniques to handle a high volume of assignments within tight windows.
• Adaptability: Flexibility to adjust to evolving operational procedures, technology updates, and regulatory changes.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its remote workforce. As a Trip Assignment Specialist, you will have access to:

• Comprehensive onboarding that covers arenaflex’s mission, technology stack, and compliance standards.
• Ongoing training modules on advanced dispatch strategies, customer service excellence, and healthcare regulations.
• Mentorship programs pairing you with senior operations managers who can guide your career trajectory.
• Opportunities to transition into higher‑impact roles such as Operations Analyst, Senior Dispatcher, or Remote Team Lead.
• Regular webinars featuring industry experts on topics ranging from telehealth integration to emerging NEMT technologies.

Work Environment & Culture at arenaflex

Our remote workforce thrives on a culture of trust, autonomy, and collaboration. arenaflex promotes:

• Flexibility: While the evening shift is fixed, you can design your home office setup to suit your personal workflow.
• Inclusivity: A diverse team that respects cultural differences and encourages open dialogue.
• Recognition: Monthly awards for outstanding performance, peer‑nominated accolades, and public shout‑outs during team meetings.
• Well‑Being: Access to mental‑health resources, virtual fitness classes, and a stipend for home‑office equipment.
• Community Impact: Direct contribution to improving healthcare access for underserved populations, a core value that resonates throughout arenaflex.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the importance of the role and the expertise you bring. While exact figures will be discussed during the interview process, candidates can expect:

• Base hourly wage that aligns with industry standards for remote evening‑shift positions.
• Performance‑based bonuses tied to trip fulfillment rates and member satisfaction scores.
• Comprehensive health, dental, and vision insurance options.
• Retirement savings plan with employer matching contributions.
• Paid time off (PTO) and holiday pay, including additional days for long‑service milestones.
• Technology allowance for high‑speed internet, headset, and ergonomic office furniture.
• Professional development budget for certifications, courses, or conferences.

How to Apply

If you are ready to join a purpose‑driven organization that values reliability, empathy, and operational excellence, we encourage you to submit your application today. Click the link below to begin the hiring process and become a vital part of arenaflex’s mission to deliver safe, timely, and compassionate transportation to those who need it most.

Apply Job!

Closing Statement

At arenaflex, every night you work is an opportunity to make a real difference in the lives of patients and families across the nation. Your dedication to precise trip assignment, thoughtful member interaction, and seamless coordination will directly influence health outcomes and community trust. Join us, grow with us, and help shape the future of non‑emergency medical transportation.