Overview:
The Transportation Supervisor will supervise and support the daily operations of a team of Transportation Coordinators within Central Health's Navigation Center. This position will support the Transportation Coordinators' efforts in connecting Central Health patients and clients to appropriate transportation resources. Responsibilities for this position include training staff, developing and documenting processes, reviewing and interpreting reports and serving as an escalation point to resolve patient/client and direct reports' concerns. This position will report to the Patient and Member Experience Manager and will work closely with various Care Team members across the enterprise.
***This position will work at least 50% of their hours on-site in the Navigation Center
Responsibilities:
Essential Functions
- Supervises a team of Transportation Coordinators, supporting the functions and duties of assigned staff.
- Responds to patient inquiries, complaints, requests for assistance and serves as the receiver of escalated calls.
- Conducts troubleshooting to resolve transportation concerns.
- Monitors incoming transportation requests and call queues to assign and distribute workloads.
- Conducts audits/performance reviews, provides coaching, and completes productivity reports to measure staff’s
performance.
- Creates staffing schedules to meet business needs.
- Prepares and maintains records, files, and reports pertaining to transportation.
- Provides transportation program clarification, guidance, and training to internal team members as well as
members of the Care Team.
- Assists with the development of workflows and training material under the supervision of the Patient and
- Member Experience Manager.
- Evaluates and approves transportation requests as permitted by program SOP, guidelines, and budget.
- Determines and coordinates the best available resource for patient/client ride requests, including available rideshare platforms, enhanced local transportation services via Metro Access or Capital Metro resources, wheelchair,
bariatric, and non-emergent ambulance-based transportation options.
- Communicates directly with patients regarding transportation options available, within policy and program limits.
- Communicates directly with both Central Health team members and appropriate external partner organizations
to facilitate and/or coordinate patient transportation to and from applicable healthcare-related service locations.
- Coordinates transportation reservations with the appropriate service partner at the appropriate lead times, per
specific partner policy.
- Attends staff meetings and education offerings both in person and via teleconference/online as required and
supports organizational initiatives to promote and maintain a strong positive workplace culture.
- Provides support for the Patient & Member Experience program as assigned.
- Preforms other transportation-related service coordination duties as assigned.
Qualifications:
MINIMUM EDUCATION: High School Diploma or equivalent.
PREFERRED EDUCATION: Associate’s Degree or equivalent in related field.
MINIMUM EXPERIENCE: 5 years experience working in a multi-cultural, community-based setting
1 year in a supervisory /lead position