Transportation Dispatch Coordinator

POSITION SUMMARY

The Transportation Coordinator is responsible for general oversight of transportation services and ensuring the overall quality assurance of Transportation Services. Responsible for coordinating, scheduling and arranging necessary transportation services for participants. Responsible for assisting participants in accessing medical care and specialty appointments. In conjunction with the contracted transportation provider, responsible for coordinating, monitoring, documenting and reporting the delivery of transportation services.

RESPONSIBILITIES

• Develop and maintain professional relationships with drivers and members, including receiving phone calls from drivers at all hours, scheduling and modifying member transportation as needed, managing member expectations, and communicating customer service concerns with management.

• Coordinate and monitor member transportation services to ensure (i) timely pick-up, arrival, and departure, (ii) appropriate vehicle assignments, (iii) delivery of exceptional customer service, and (iv) compliance with regulatory requirements.

• Embody and provide exceptional customer service to all customers, including members, drivers, providers, health care facility staff, and internal departments, with a focus on representing the company's mission and values through culturally competent communication.

• Timely dispatch drivers to pick-up and drop off members for medical appointments.

• Document all transportation services, communication, member feedback, and other relevant information.

• Performs other related duties as assigned or requested from time to time.

• Plan, schedule, and coordinate member transportation services and driver schedules, including accommodating specific member needs.

• Comply with established departmental policies and procedures regarding customer service, quality assurance, safety, infection control, and regulatory compliance; develop new policies and procedures as needed to maintain compliance and enhance customer service.

• Maintain and monitor accurate records of daily member transportation services in accordance with company policies to facilitate accurate reporting to management and regulatory agencies.

• With minimal supervision, demonstrate initiative, excellent communication and interpersonal skills, and problem-solving skills to ensure efficient, effective, and customer-friendly delivery of member transportation services.

• Utilize company software and applications for delivery and coordination of member transportation services.

• Supervise the daily activities of drivers, and provide feedback to the appropriate Member Services Supervisor.

Qualifications

Education:

• Bachelor's Degree

Experience/Skills:

• Two years of experience in Customer Service (preferably in the health care industry).

• Strong customer service background.

• Familiarity with case documentation practices.

• Familiarity with foundations and practices of public health, Medical Care Organization and Delivery.

• Demonstrated ability to handle multiple ongoing department requests.

• Ability to work under minimal supervision and ability to meet deadlines.

• Must be fluent in verbal and written Spanish and English.

• Excellent organizational and communication skills.

• Excellent communication and interpersonal skills.

• Ability to exercise mature and independent judgment.

• Typing skills.

• Must comprehend, and comply with all regulatory requirements for Nonemergency Medical and Non-Medical Transportation Services.

Physical Requirements:

• Prolonged periods of sitting.

• Extensive telephone use may be required.

• May be required to work evenings and/or on weekends.

Community Health Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on any protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and trainings. Community Health Group makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, see Personnel Policy 3101 Equal Employment Opportunity/Affirmative Action.