Salary Range: $104,280 - $161,634
The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

FLSA Status: Exempt
Department: Customer Service
Reports To: Director, Customer Service

GENERAL DESCRIPTION OF POSITION
Manages end to end transportation program inclusive of day-to-day operations of transportation services and benefits offered by SCFHP. Supports and assists the team in developing and maintaining a cohesive team with a high level of productivity and accuracy to achieve transportation services performance metrics.

Provides leadership, education to assigned staff, and maintains relationships with providers, contracted vendor(s), community partners to promote collaboration and ensure smooth and consistent application of SCFHP transportation benefits.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

Develop strategies, and provide direction, resources and support for department staff in coordinating NMT and NEMT transportation services to ensure members receive appropriate transportation services in a timely manner.

1. Manage the team who work directly with members, providers, and facilities to ensure appropriate level and timeliness of transports within the guidelines of the NMT, NEMT and transportation related policies, and in the most fiscally efficient mode possible.
2. Work with all internal departments to ensure member's issues/concerns are addressed in a timely manner.
3. Write and implement transportation related policies and procedures.
4. Act as the Transportation Liaison for SCFHP to assist Providers and Members with time sensitive and urgent transportation requests
5. Coordinate activities with Customer Service, Grievance & Appeals, Claims, Provider Network Operations, and Compliance departments, including leading the Transportation Workgroup, to identify patterns and trends, and work with leadership to develop and implement corrective action plans as needed.
6. Maintain and foster interdepartmental lines of communication with all SCFHP departments on issues related to Transportation services.
7. Participate in contract review as appropriate to improve Transportation network adequacy.
8. Establish work plan and maintain reports that will support the efficacy of each Transportation activity/program that includes a summary of Transportation program activities, member outcomes, and process improvement activities.
9. Prepare reports on departmental activities according to established schedules and format.
10. Stay abreast of current developments and trends in service delivery and managed care as well as policy and regulatory changes in order to maintain regulatory compliance and implement best practices.
11. Assist department leadership in identifying, monitoring, and evaluating department operations to ensure optimal efficiency and effectiveness.
12. Professionally represent department and/or SCFHP in internal and external meetings, audits by various regulatory agencies as necessary.
13. Conduct on-going review and audits of team work to ensure program goals, quality standards, and department metrics are being met.
14. Work with Customer Service Managers, Supervisors, and Trainer to develop standardized training content and material for new staff and for the ongoing education of existing staff.
15. Perform other duties as required or assigned

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

Carries out supervisory/management responsibilities in accordance with the organization's policies, procedures, applicable regulations and laws. Responsibilities include:

1. Providing effective leadership to attract and retain top talent to drive business results, including recruiting, interviewing, and hiring.
2. Developing a high performing department culture and staff. This includes setting the standard for staff/peers and motivating employees to maximize organizational goals and objectives.
3. Effectively assimilating, training and mentoring supervisors and staff and (when appropriate), cross training existing staff and initiating retraining. This includes coaching to help increase skills, knowledge and (if applicable) improve performance.
4. Setting goals, key performance initiatives, and planning, assigning, and directing work consistent with said goals. This includes responding to employees' needs, and ensuring they have the necessary resources to do their work.
5. Appraising performance, rewarding and disciplining employees, addressing complaints and resolving issues. This includes providing regular and effective feedback to employees and completing timely and objective performance reviews

REQUIREMENTS - Required (R) Desired (D)
The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. Bachelor's degree in Health Care Administration, Business Administration, Social Services, Public Relations, or related field (R)
2. Minimum three (3) years in a healthcare or managed care environment preferably in a Customer Service or Call Center, transportation or Health Plan setting. (R)
3. Knowledge of managed care concepts, NMT/NEMT policies and procedures; understanding of auditory requirements. (R)
4. Ability to clearly disseminate policies and regulatory mandates to a diverse audience. (R)
5. Ability to gather and analyze data, track interventions, results, and organize work efficiently. (R)
6. Demonstrate excellent leadership skills with ability to establish and motivate staff to achieve goals and objectives. (R)
7. Excellent written and oral communication skills. (R)
8. Excellent organizational skills with the ability to prioritize assignments, maintain accurate records, meet deadlines and standards. (R)
9. Ability to use good judgment in making decisions and to handle sensitive issues with tact and diplomacy. (R)
10. Working knowledge of computer applications such as Outlook, Word, Visio, Excel and Tableau; analyzing report/ data and applying applicable applications knowledge to recommend process improvement (R)
11. Ability to use keyboard with moderate speed and a high level of accuracy. (R)
12. Self-directed with proven ability to assume responsibility, work independently, meet deadlines, prioritize, and move projects to completion with minimum supervision. (R)
13. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
14. Ability to maintain confidentiality. (R)
15. Ability to comply with all SCFHP policies and procedures. (R)
16. Ability to perform the job safely with respect to others, to property and to individual safety (R)
17. Ability to work evenings and weekends as needed. (R)

WORKING CONDITIONS
Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications.

PHYSICAL REQUIREMENTS
Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 15 pounds; (R)
3. Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)
5. Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
6. Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS
General office conditions. May be exposed to moderate noise levels.

EOE