What are the responsibilities and job description for the Transportation Specialist position at Santa Clara Family Health Plan?

Transportation Specialist

Salary Range : $44,760- $62,665

The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

FLSA Status : Non-Exempt

Department : Customer Service

Reports To : Supervisor, Customer Service

Employee Unit : Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521

GENERAL DESCRIPTION OF POSITION

The Transportation Specialist is responsible for arranging covered transportation services to support Customer Service Department operations in a manner that maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center service-level objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

On a daily basis, receive, review and arrange member requests for transportation.
Communicate with the transportation vendor(s) regarding schedule availability.
Follow established guidelines and resources to respond to members, providers and health plan staff regarding transportation requests / inquiries and resolve concerns in an accurate, timely, professional, and culturally competent manner.
Educate members and providers on transportation benefits and how to access services in a manner that achieves excellent service standards and maintains high customer satisfaction.
Accurately document and maintain the transportation log, categorize all contacts and follow-up actions regarding member and provider communications, including confirmation letters and activities regarding transportation requests / inquiries in accordance with established guidelines.
Appropriately handle member and provider transportation requests / inquiries through channels such as telephone, voicemail, email, fax, walk-in, etc. in accordance with Call Center established procedures.
Prepare transportation utilization reports and provide to management for review.
Generate and reconcile payment invoices on a weekly and bi-weekly basis to ensure accuracy / completeness of vendor information and submit to the Finance Department 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 - Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and / or ability required or desired.

High School Diploma or GED. (R)

Minimum one year of experience in an administrative or customer service role. (R)

Ability to timely review and accurately reconcile transportation invoices. (R)

Prior experience with managed care plans, Medi-Cal and Medicare programs, and working with the underserved populations. (D)

Ability to meet Quality and productivity Key Performance Indicators by participating in and achieving the standards of the Customer Service Call Center Quality Program. (R)

Ability to consistently meet Attendance Key Performance Indicator by being punctual and meeting the Customer Service Call Center standards in accordance with the team schedule. (R)

Spanish, Vietnamese, Chinese, or Tagalog language bi-lingual skills. (D)

Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word, Excel, and Windows-based databases. (R)

Ability to use a keyboard with moderate speed and a high level of accuracy. (R)

Excellent communication skills include the ability to express oneself clearly and concisely when providing service to SCFHP Plan members and providers over the telephone or in writing. (R)

Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)

Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)

Ability to maintain confidentiality. (R)

Ability to comply with all SCFHP policies and procedures. (R)

Ability to perform the job safely with respect to others, to property, and to individual safety. (R)

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation :

Mobility Requirements : regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)

Lifting Requirements : regularly lift and carry files, notebooks, and office supplies that may weigh up to 5 pounds; (R)

Visual Requirements : ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)

Dexterity Requirements : regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)

Hearing / Talking Requirements : ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)

Reasoning Requirements : ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to low noise levels.

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Salary : $44,760 - $62,665

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