Who is Sentry?

Sentry is a New York-focused non-emergency medical transportation management company since 2016.

Sentry in numbers

24/7 Multilingual call center
Over 200 Transportation companies (livery, ambulette, and ambulance)
Over 20 Dispatch Software Integrations

We work with diverse transportation contracts, providing the most accurate rides.

ambulance, ambulette and livery transportation services
proprietary dispatch technology
transparent real-time trip monitoring
efficient call center
centers for Medicare and Medicaid Services / Department of Health regulatory management oversight
contracting directly with health plans, healthcare facilities, and organizations

Sentry is MTA's first NYS-Certified Minority-owned Business Enterprise prime contractor for Access-A-Ride:

  • New York City since 2019 Bronx headquarters & Brooklyn office
  • New York State certified Minority Business Enterprise since 2020

Our Team

Steven Rivera Chief Executive Officer
Fernando Matteo Executive Leadership
Max Zinner Chief Risk Officer
Richard Kriss Chief Technology Officer
Aella Shabuneuskaya Chief Operating Officer
Belanna Irizarry Director of Call Center Operations
Denys Karamach Head of QA & Delivery (IT)
Iryna Malafeeva Head of Clients Relations
Diana Gasparova Head of Compliance & Credentialing
Jare Aleman Head of Grievances & Appeals
Grecia Rocio Head of Training & Quality Assurance
Esmeralda Sena Head of Live Monitoring
Ketevani Kvavilashvili Head of Provider Relations
Sabina Adgozalova Head of Human Resources
Yelena Glants Head of Accounting
Melvin Pena Business Analyst
Andy de Jesus Routing & Dispatching
Katherine Huseva Providers Billing & Accounting
Alexandra Malaichuk Executive Assistant
Rene Dizon Vendor Billing & Accounting
Nataly Kadan Clients Billing & Accounting
Denia Torres Call Center Supervisor
Matt Chin Call Center Supervisor
Keyvan Amador Call Center Supervisor
Sofia Gavtadze VIP Member Service Representative
Ivette Hernandez VIP Member Service Representative
Oscar Montufar Live Monitoring Supervisor
Marcela Cruz Grievances & Appeals Specialist
Gabbi Hernandez Grievances & Appeals Specialist
Sion Guerreo Grievances & Appeals Specialist
Nelli Mkrtchyan Routing Manager
Harutyun Sargsyan Routing Manager
Sona Manukyan Network Credentialing Manager
Anna Matsakyan Network Credentialing Manager
Cinthia Leiva Network Credentialing Manager

Join us

Customer Support Agent


The Customer Support Agent reaches out to clients and accepts clients who have concerns about their trips, follows up on the trip statuses, and ensures that the trip concerns are catered to accordingly.

Sentry Management Solutions is focused exclusively on the management of Non-Emergency Medical Transportation (NEMT) in the USA. Sentry’s fully integrated software platform seamlessly connects patients, healthcare providers, insurers, and transportation providers, offering complete transparency of the NEMT supply chain.

Job Overview

The Customer Support Agent reaches out to clients and accepts clients who have concerns about their trips, follows up on the trip statuses, and ensures that the trip concerns are catered to accordingly.

Reports To

The Customer Support Agent directly reports to their Customer Support Supervisor.

Salary and Other Benefits

Base Salary: USD$ starting.
Insurance: after 6 months.
Promotion to Customer Support Supervisor is possible after 1 year of experience.

Work Hours

The work hours can vary but are mostly around the US East Coast daytime due to the nature of the job. The working hours are 40 hours per week. Shifts on weekends are possible, but workdays are limited to 5 per week on a fixed schedule. 

Work Location

Work from home (100%) for now, the opening of the Georgian office in Tbilisi is planned shortly.

Responsibilities and Duties

  • Receive and make calls in Russian and English
  • Check on “Trips” in the Sentry Web portal
  • Check reports daily
  • Provide updates to clients for their trips
  • Update notes in the client CRM to ensure accurate trip documentation
  • Add client’s feedback to Sentry WebPortal
  • Understand SuiteCRM to better track client’s cases


  • Must have own computer/laptop and stable internet connection as the job is 100% home-based
  • Must have excellent communication skills – stellar command of English & Russian both verbal and written
  • 1 to 2 years of experience as Customer Support Representative are preferred
  • Must be highly organized and detail-oriented
  • Strong ability to resolve problems quickly
  • Strong ability to perform well under pressure
  • Must be a self-motivated team player, able to set priorities, and manage deadlines
  • Must have a “can do” and cheerful attitude
  • Must be a college graduate
  • Experience in maneuvering a CRM system


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