Transportation Department Manager

POSITION SUMMARY

The Transportation Department Manager is responsible for general oversight of transportation services and ensuring the overall quality assurance of Transportation Services. Responsible for the management and oversight of the Transportation Department in order to meet operational objectives; development and maintenance. Responsible for ensuring the coordination, scheduling and arranging necessary transportation services for participants is timely. Responsible for recruitment and hiring of Transportation Drivers and meet goal of 50 drivers by end of year. In conjunction with the contracted transportation provider, responsible for coordinating, monitoring, documenting and reporting the delivery of transportation services.

COMPLIANCE WITH REGULATIONS:

Works closely with all departments necessary to ensure that the processes, programs and services are accomplished in a timely and efficient manner in accordance with Community Health Group (CHG) policies and procedures and in compliance with applicable state and federal regulations including Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC) and Centers for Medicare and Medicaid Services (CMS).

RESPONSIBILITIES

• Develops, implements, and maintains departmental policies and procedures to ensure regulatory and/or contractual compliance.
• Develops staff resource materials including onboarding, knowledge articles, and best practice guides.
• Ensures that policies and procedures are properly implemented by identifying and submitting recommendations for the development, update of policies/procedures, reference materials and ensure that these are implemented and clearly understood by staff.
• Ensures full compliance with all regulatory requirements including those from DHCS and CMS.
• Assists in developing departmental metrics relating to productivity, service levels, availability, quality and MAGIC.
• Works with Supervisors and staff to ensure departmental performance meet standards.
• Hires, trains and supervises direct reports, and their staff.
• Provides input on departmental goals and objectives.
• Implements new programs and services and needed and/or identified.
• Evaluates existing systems, programs and designs, and implement modifications as needed.
• Participates in management and operational meetings and cross-departmental work groups including the Total Quality Improvement, Cal MediConnect and Operations meetings as needed.
• Acts as a resource for department staff in handling difficult and/or complex member situations.
• 24/7 main escalation point for other departments.
• Supervises and provides direction to the transportation Coordinator and transportation Drivers.
• Works closely with Director of Member Services in identifying operational deficiencies and helps to ensure improvements are put in place.
• Coordinates department training by assessing department training needs and developing training curriculum.
• Assist with social needs of the Medi-Cal and Cal MediConnect population by identifying the need to develop additional linkage agreements to meet special social needs of the population.
• Maintains product and company reputation and contributes to the team effort by conveying professional image and accomplishing related tasks; participating on committees and in meetings; performing other duties as assigned or requested.
• Develop and maintain professional relationships with drivers and members, including receiving phone calls from drivers at all hours, scheduling and modifying member transportation as needed, managing member expectations, and communicating customer service concerns with management.
• Coordinate and monitor member transportation services to ensure (i) timely pick-up, arrival, and departure, (ii) appropriate vehicle assignments, (iii) delivery of exceptional customer service, and (iv) compliance with regulatory requirements.
• Embody and provide exceptional customer service to all customers, including members, drivers, providers, health care facility staff, and internal departments, with a focus on representing the company's mission and values through culturally competent communication.
• Ensures that timely dispatch drivers to pick-up and drop off members for medical appointments.
• Ensures that documentation of all transportation services, communication, member feedback, and other relevant information.
• Performs other related duties as assigned or requested from time to time.
• Comply with established departmental policies and procedures regarding customer service, quality assurance, safety, infection control, and regulatory compliance; develop new policies and procedures as needed to maintain compliance and enhance customer service.
• With minimal supervision, demonstrate initiative, excellent communication and interpersonal skills, and problem-solving skills to ensure efficient, effective, and customer-friendly delivery of member transportation services.
• Utilize company software and applications for delivery and coordination of member transportation services.
• Supervise the daily activities of drivers and provide feedback to the appropriate Member Services Director.

Education:

• Bachelor's Degree
• Master’s degree preferred

Experience/Skills:

• Preferred seven years’ experience in customer service, 5 in the health care field.
• Minimum three years supervisory experience, one in the health care field.
• Experience with and sensitivity to cultural background and linguistic needs of membership. Familiarity and respect for special social needs of Medi-Cal and Cal MediConnect population.
• Knowledge of Medi-Cal and Cal MediConnect program eligibility requirements and familiarity with services available through community-based, ethnic service, and advocacy organizations throughout San Diego.
• Bilingual capabilities in English/Spanish or appropriate threshold language.
• Ability to establish and maintain effective and cooperative working relationships with Alliance staff and others contacted in the course of the work.
• Ability to assume responsibility and exercise good judgment in making decisions within the scope of authority of the position.
• Ability to accurately complete tasks within established times.
• Ability to effectively prioritize multiple tasks and deadlines.
• Ability to exercise mature and independent judgment.
• Exceptional effective oral communication and writing skills.
• Proficient in in the use of Microsoft Word, Excel, Power Point and Outlook.
• Must comprehend, and comply with all regulatory requirements for Nonemergency Medical and Non-Medical Transportation services DHCS All Plan Letter 17-010 reporting.

Physical Requirements:

• Ability to lift, carry or move objects of varying size weighing up to 10 pounds.
• Ability to attend meetings and make presentations outside of regular work hours;
• Prolonged periods of sitting.
• May be required to work evenings and/or on weekends.

The above statements describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Community Health Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.