Manager, Transportation Services

1. Monitor and provide direction to the Transportation staff to ensure correct and regulatory adherence to transportation requests.
2. Lead department supervisors to achieve IEHP call center goals, operation oversight goals, and regulatory expectations.
3. Generate reports to track and trend productivity, compliance, quality, and inventory for the use in the MDI/RIE boards.
4. Collaborate and communicate with management on issues and processes that impact the Transportation Team and other organizational entities internally and externally.
5. Foster a fair work environment to assure that hiring, on-boarding and continued education is provided to staff to improve engagement, productivity, and quality.
6. Be accountable for continued refinement and growth of staff development.
7. Communicate and train plan partners on best practices and new regulations and requirements to ensure coordinated, continuous, cost-effective quality transportation for Members.
8. Manage the development and implementation of training programs for the Transportation staff.
9. Ensure all transportation requests are received, processed, and completed within regulatory timeframes.
10. Ensure the Transportation processes are tested and validated when changes are made in the medical management system, or software related to one’s role.
11. Monitor the Transportation Services call center to ensure the service levels are at 80% or above with less than a 5% abandonment rate. Monitor and generate reports as required.
12. Oversee appropriate staffing of Transportation Team. 
13. Coach and mentor staff to promote process improvement and to foster team culture.
14. Explore and implement processes to promote auto adjudication of service requests.
15. Maintain policies and procedures relating to Transportation.
16. Ensure audit readiness and compliance in accordance with all regulatory state and federal agencies.
17. Develop action plans in accordance with identified issues.
18. Perform as the subject matter expert regarding regulatory requirements related to transportation.
19. Monitor and manage the vendor incident/accident program.
20. Cultivate partnerships and conduct oversight of contracted brokers and contracted transportation providers for IEHP.
21. Monitor Transportation Services utilization, oversee utilization controls, and auditing of the benefit.
22. Monitor and manage the transportation vehicle safety inspection program. 
23. Assure LEAN principles are utilized and PDSA cycles are performed for all TS department processes to assist in the transformation of becoming a 5 Star Health Plan. 
24. Monitor and manage the transportation field monitor program. 
25. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.