What are the responsibilities and job description for the Jr. Scheduling Agent position at Montachusett Regional Transit Authority?
Job Description
Job Description
Position Summary :
As a Scheduling Agent, you will be working as a team, covering approved medical transportation for MART’s MassHealth PT1 approved members by placing outbound calls to our contracted vendors. As a scheduler you work closely with your teammates to make sure all transportation requests are covered as required by MART’s contract with Executive office of Health and Human Services, “EOHHS”.
Essential Functions / Position Responsibilities :
Uses Computerized Routing & Planning Software, to schedule passenger routes
in accordance with service requirements
Communicates extensively with contracted transportation vendors via phone regarding regular changes, additions, cancellations, service expectations, etc.
Understands customer expectations, special needs population, and vendor service requirements
Maintains a comprehensive and accurate database of program schedules by area, vendor vehicle
configurations and client files related to special needs requirements
Cross Trains with Call Center to provide lateral service(s) and team support when needed
Cross Trains in shared ride programs to create shared rides for contract compliance
Provides follow up calls to clients
Performs other duties as assigned by Team Lead or department Manager
Maintains compliance with all company policies and procedures
Overtime may be required
When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed. Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.
Qualifications :
High School Diploma or equivalent
Reliable means of transportation to get to work
Must maintain confidentiality of PHI and HIPAA
Bilingual a plus
Skills :
Excellent verbal and written communication skills, including sound knowledge of telephone etiquette
Basic computer proficiency (MS Office – Word, Excel and Outlook) :
Must have critical thinking and problem-solving skills
Ability to manage difficult client and / or vendor situations
Ability to treat people with respect under all circumstances
Ability to adapt to changes, meet the changing demands of the work environment, any delays or other unexpected demands.
Punctuality
Dependability : to follow instructions as well as take responsibility for own actions
Ability to work well as part of a team
Attention to detail
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude
Ability to maintain a high level of confidentiality
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