Temp Transportation Specialist

Temporary, non-exempt position in the Customer Service department reporting to the Supervisor, Customer Service.

About the role

The Transportation Specialist arranges covered transportation services to support Customer Service Department operations while maintaining compliance with Medicare and Medi-Cal regulatory requirements and achieving Call Center service-level objectives.

Responsibilities

• Receive, review, and arrange member requests for transportation on a daily basis.
• Communicate with transportation vendor(s) regarding schedule availability.
• Follow established guidelines to respond to members, providers, and health plan staff regarding transportation requests, inquiries, and concerns in an accurate, timely, professional, and culturally competent manner.
• Educate members and providers on transportation benefits and access to services to achieve excellent service standards and high customer satisfaction.
• Accurately document and maintain the transportation log, categorize all contacts and follow-up actions, including confirmation letters and activities related to transportation requests.
• Handle member and provider transportation requests through telephone, voicemail, email, fax, or walk-in in accordance with Call Center procedures.
• Prepare transportation utilization reports for management review.
• Generate and reconcile payment invoices weekly and bi-weekly to ensure accuracy and completeness of vendor information; submit to Finance for timely payment processing.
• Attend and actively participate in departmental meetings, in-services, training, and coaching sessions.
• Perform other related duties as required or assigned.

Requirements

• High School Diploma or GED (Required).
• Minimum one year of experience in an administrative or customer service role (Required).
• Ability to timely review and accurately reconcile transportation invoices (Required).
• Prior experience with managed care plans, Medi-Cal and Medicare programs, and working with underserved populations (Desired).
• Ability to meet Quality and productivity Key Performance Indicators by participating in and achieving Customer Service Call Center Quality Program standards (Required).
• Ability to consistently meet Attendance Key Performance Indicator by being punctual and adhering to team schedule standards (Required).
• Bilingual skills in Spanish, Vietnamese, Chinese, or Tagalog (Desired).
• Working knowledge and ability to efficiently operate Outlook, Word, Excel, and Windows-based databases (Required).
• Ability to use a keyboard with moderate speed and high accuracy (Required).
• Excellent communication skills, including clear and concise expression over the telephone or in writing (Required).
• Ability to work effectively under pressure, prioritize tasks, and complete them within established timeframes (Required).
• Ability to assume responsibility, exercise good judgment, and make decisions within the scope of the position (Required).
• Ability to maintain confidentiality (Required).
• Ability to comply with all policies and procedures (Required).
• Ability to perform the job safely with respect to others, property, and individual safety (Required).

Physical Requirements

• Regular bending at the waist, reaching overhead, and sitting or standing for extended periods.
• Regularly lift and carry files, notebooks, and office supplies weighing up to 5 pounds.
• Ability to read printed materials and computer screens; perform close-up work with clarity of vision at 20 inches or less.
• Regular use of hands, wrists, and finger movements for repetitive tasks such as keyboard use, writing, and operating office equipment.
• Ability to hear normal speech and exchange information in person and by telephone.
• Ability to think and work effectively under pressure, serve customers, make decisions, and maintain attention to detail.

Working Conditions

General office environment with potential exposure to low noise levels. Duties are primarily performed while sitting or standing at a desk, with frequent interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, or through electronic communications.

Pay

Salary range: $47,210 – $66,094. The expected pay range is based on experience, education, and market factors and is subject to change.