Transportation Coordinator

About the Organization

Philanthropists Gary and Mary West founded West Health with the mission of enabling seniors to successfully age in place with access to high-quality, affordable health and support services that preserve and protect their dignity, quality of life, and independence. The Gary and Mary West PACE (Program of All-inclusive Care for the Elderly), affiliated with West Health, is a non-profit that delivers medical, social, and behavioral services to the frail elderly in North County San Diego. This PACE center is entrepreneurial in nature and focuses on innovations and bringing new processes to the traditional PACE environment.

Position Summary

Responsible for coordinating and maintaining comprehensive transportation services for PACE participants to ensure timely, safe, and efficient access to the PACE center and medically necessary appointments. Serves as a member of the Interdisciplinary Team (IDT) and acts as a key liaison between participants, caregivers, internal departments, and contracted transportation vendors to support uninterrupted, high-quality participant care.

Responsibilities

• Participate as an active member of the Interdisciplinary Team (IDT), contributing to participant care planning and collaborating with team members to support participant care and transportation needs.
• Attend IDT meetings and communicate transportation-related updates, barriers, and participant needs to promote coordinated, participant-centered care.
• In collaboration with contracted transportation vendors, coordinate and maintain participant transportation schedules to support timely access to the PACE center, specialty appointments, dialysis, and other medically necessary services.
• Coordinate transportation services with participants, caregivers, IDT members, internal departments, specialty offices, and contracted transportation vendors to ensure transportation needs are met.
• Serve as the primary point of contact for transportation-related scheduling, changes, cancellations, delays, and participant inquiries.
• Coordinate same-day transportation changes, urgent requests, and service interruptions while communicating updates to participants, caregivers, staff, and transportation vendors.
• Work collaboratively with contracted transportation vendors to resolve transportation concerns, improve service delivery, and ensure timely participant transportation.
• Utilize transportation scheduling software and the electronic medical record (EMR) to accurately document transportation activities, participant communication, and scheduling updates in accordance with PACE regulations and organizational policies.
• Perform reminder calls related to transportation and specialty appointments, documenting participant interactions in the EMR as appropriate.
• Ensure transportation services are promptly discontinued for participants who are disenrolled, deceased, or otherwise no longer require transportation services.
• Coordinate, monitor, and maintain accurate transportation schedules, manifests, records, and operational data to support daily transportation activities and reporting needs.
• Assist leadership by preparing transportation reports, monitoring service trends, and identifying opportunities to improve transportation efficiency and participant satisfaction.
• Distribute daily transportation schedules, manifests, and related information to transportation vendors and appropriate staff in a timely manner.
• Interact professionally and respectfully with participants, including individuals with cognitive impairment, physical frailty, and their caregivers.
• Maintain participant confidentiality and comply with HIPAA, PACE regulations, and organizational policies and procedures.
• Participate in departmental meetings, trainings, quality improvement initiatives, and perform other duties assigned.

Education and Certification

• High School diploma or GED required.

Qualifications

• Minimum of one (1) year of documented experience working with a frail or elderly population required.
• Minimum of one (1) year of scheduling, transportation coordination, medical office, customer service, or related healthcare experience preferred.
• Experience using Electronic Medical Records (EMR) and transportation or scheduling software preferred.
• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
• Bilingual English/Spanish strongly preferred.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong verbal and written communication skills with the ability to interact professionally with participants, caregivers, providers, vendors, and interdisciplinary team members.
• Ability to exercise sound judgment, prioritize urgent transportation needs, and resolve scheduling conflicts effectively.
• Ability to work independently while contributing positively within an interdisciplinary team.
• Demonstrates flexibility, dependability, attention to detail, and exceptional customer service.

Benefits

• Generous pay and comprehensive benefits package focused on health and wellness.
• 11 paid holidays, 13 days of PTO, and 5 days of sick time.
• 5% employer match to 403(b) retirement plan.
• No on-call time.
• Annual education allowance and commitment to professional growth.

Additional Requirements

• Medical clearance for communicable diseases and up-to-date immunizations required before direct participant contact.
• Job offers contingent upon successful pre-employment drug screen, background check, and physical assessment.