Medical Transportation Supervisor (NMT/NEMT) - Hybrid - West Sacramento, CA

About the role

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Gainwell Technologies is seeking an experienced Medical Transportation Supervisor to support Non-Medical Transportation (NMT) and Non-Emergency Medical Transportation (NEMT) services for California’s Medi-Cal program. In this role, you will lead a team responsible for coordinating transportation for eligible Medi-Cal beneficiaries traveling to approved medical-related services, including doctor visits, prescription pickups, physical therapy, and other covered services. You will oversee daily operations, team performance, escalations, and service delivery while ensuring transportation requests are processed accurately and timely in accordance with DHCS requirements, contractual service levels, established procedures, and Gainwell service standards.

Responsibilities

• Supervise daily NMT and NEMT operations and team performance, ensuring work is completed in accordance with policies, procedures, contractual service level agreements, program requirements, and client directives.
• Research and help resolve complex beneficiary, provider, and customer inquiries, service issues, and escalations while ensuring timely communication with team members, management, and other stakeholders.
• Lead and develop employees through hiring, training, coaching, performance management, goal setting, recognition, and other day-to-day people leadership responsibilities.
• Build strong relationships with beneficiaries, providers, clients, and internal partners while identifying opportunities to improve the customer and member experience.
• Partner with leadership and other business teams to solve operational challenges, identify trends, improve workflows, and escalate issues when necessary.
• Monitor team performance, service quality, and operational results to support compliance, reduce risk, and consistently meet program and customer expectations.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience; a degree in business management or a related field is preferred.
• Six or more years of customer service, contact center, healthcare operations, transportation services, or related experience, including two or more years of leadership or supervisory experience.
• Experience supervising employees and managing day-to-day personnel activities, including coaching, training, performance management, and goal setting.

Skills

• Strong business, analytical, and problem-solving skills with experience researching and resolving complex customer or operational issues.
• Strong written and verbal communication skills with the ability to work independently and collaborate effectively with employees, leadership, clients, and other stakeholders.
• Healthcare, Medicaid/Medi-Cal, MMIS, medical transportation, NMT/NEMT,