What are the responsibilities and job description for the Logistics Supervisor (Healthcare) position at Alivi?
JOB SUMMARY:
The Logistics Supervisor works in tandem with their team of Logistics Leads and Coordinators to overview and support the Logistics department. Provides training, coaching, guidance in developing the skills of the Logistics team. Monitors real-time trip volume assignment and audits such assignments for accuracy. Works with the Leads and Coordinators to ensure daily goals and metrics are met. Works closely with other Logistics Supervisor, Manager and Director to review performance metrics and implements adjustments when necessary to ensure SLAs and KPI’s are achieved. The Logistics Supervisor will perform the duties of a Logistics Lead when needed to meet the demands of the operation.
Duties & Responsibilities
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The Logistics Supervisor works in tandem with their team of Logistics Leads and Coordinators to overview and support the Logistics department. Provides training, coaching, guidance in developing the skills of the Logistics team. Monitors real-time trip volume assignment and audits such assignments for accuracy. Works with the Leads and Coordinators to ensure daily goals and metrics are met. Works closely with other Logistics Supervisor, Manager and Director to review performance metrics and implements adjustments when necessary to ensure SLAs and KPI’s are achieved. The Logistics Supervisor will perform the duties of a Logistics Lead when needed to meet the demands of the operation.
Duties & Responsibilities
- Ensures Logistics Leads and Coordinators understand and comply with all Transportation Logistics objectives, performance standards, and policies
- Works with team supporting the Transportation Escalations line providing support to members calling regarding live trips
- Manages Overtime to ensure adequate distribution of staff to meet all department demands while adhering to budgets
- Works with other Supervisor and Director to support Mass Transit initiative for those qualifying members. Monitors overall program implementation and ongoing efforts to expand Mass Transit including review and updated to P&P
- Answer Logistics Leads and Coordinators questions regarding best practices, protocols and escalations
- Identify operational issues and suggest possible improvements
- Continuously communicates with team members to ensure they are well informed about all issues affecting them and the members
- Monitors real-time performance indicators and service levels, works with the Logistics Coordinators to ensure metrics are achieved
- Monitors and evaluates Logistics Coordinator’s performance, provide learning and coaching opportunities
- Handles escalated calls and researches trip inquiries
- Prepares reports, analyzes data and assists management implement action plans to improve service quality
- Maintains and improves relationships with transportation providers
- Identifies areas of strengths and areas of opportunity to improve trip acceptance and on time performance
- Collaborates with peers within the department and other Alivi teams to support Logistics initiatives and maximize customer satisfaction
- Advises Contact Center management about issues relating to the contact center and its employees in a timely manner
- Accomplishes Alivi’s goal by accepting ownership for completing new and different requests;
- Works various shifts as needed, including evenings, holidays and weekends
- High school degree or equivalent (Associate’s degree is desirable)
- 1-year supervisory experience, preferably in a Dispatch Center
- Recent experience in the Ambulance or NEMT field
- Strong understanding of key performance indicators (KPIs) and service level agreements (SLAs) metrics
- Knowledge of reporting and data analytics
- Strong interpersonal skills to interact with employees at all levels, vendors, members and preferred partners
- Ability to multitask, prioritize situations and react quickly to changing dynamics
- Proficiency in technology, CRM solutions, scheduling software & Microsoft products
- Must be able to adapt to high volume, fast paced environment
- Fully bilingual (English/Spanish)
- Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others
- Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve services; responds to requests for service and assistance; Meets commitments
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed
- Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
- Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan
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