Supervisor, Transportation Services

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Under the direction of the Manager, Transportation Services, the Supervisor, Transportation Services is responsible for overseeing daily operations of the non-medical transportation (NMT) and non-emergency medical transportation (NEMT) program, ensuring Members receive safe, reliable, and timely services. This role provides direct supervision of call center staff, manages vendor relationships, and ensures strict compliance with state, federal, and contractual requirements. The Supervisor supports audits, implements regulatory updates, and ensures adherence to company policies, CMS, and Medicaid/Medicare guidelines.

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.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• Hybrid schedule
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

1. Ensures alignment with CMS, Medi-Cal, Medicare, DHCS, and regulatory requirements. Ensure staff are trained in compliance with requirements, HIPAA protections, and member rights.
2. Supervise and support call-center agents, focusing on day-to-day management, tracking metrics, and supporting operations.
3. Address relationship management with internal teams, vendors, medical groups, and members.
4. Assure LEAN principles are utilized and PDSA cycles are performed for all transportation department processes. Ensure education of staff, providers, and internal stakeholders.
5. Serve as primary liaison with all external and internal stakeholders to resolve operational and compliance-related issues. Identify trends in non-compliance or service gaps and implement process improvements. Provide regular compliance and performance updates to leadership.
6. Monitor vendor compliance with contract terms, safety requirements, credentialing, and driver/vehicle standards. Document and escalate vendor non-compliance issues; recommend corrective actions. Collaborate with QA team to review calls, trip documentation, and compliance with established protocols.
7. Monitor trip scheduling, dispatch, and completion activities to ensure timeliness, accuracy, and adherence to service standards. Monitor call quality, documentation, and adherence to compliance protocols.
8. Represent the transportation team in state agency, broker, or managed care organization meetings.
9. Hire, train, and manage support staff, while monitoring and evaluating outcomes. Conduct performance reviews of each Team Member within IEHP guidelines.
10. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Education & Requirements 

• Minimum of five (5) years of experience in transportation, NEMT, call center, or healthcare operations, inclusive of at least one (1) year of supervisory or team lead experience in a high-volume service environment required
• Project management and team building experience essential
• Experience of inpatient and outpatient utilization management preferred
• Experience working directly in a Managed Care Call center environment a plus
• Experience in an HMO or managed care setting preferred, including Medicare Advantage health plan
• High school diploma or GED required
• Bachelor’s degree in business administration, Healthcare Management, Transportation, or related field from an accredited institution preferred; equivalent work experience considered
• Must obtain the NEMTAC Certified Transport Specialist (CTS) certification within six (6) months of hire

Key Qualifications

• Thorough knowledge of state and federal requirements and regulations of CMS, DHCS, DMHC, and NCQA. Knowledge of Medi-Cal managed care
• Requires knowledge of ICD-10 and CPT/HCPC codes
• Understanding and sensitivity to a multi-cultural environment and community
• Knowledge of inpatient and outpatient utilization management preferred
• Excellent writing and communication skills, time management
• Organizational skills
• Experience preparing for and responding to compliance audits
• Proven ability to supervise, train, and motivate staff in a fast-paced, regulated environment
• Strong analytical and reporting skills, with proficiency in Microsoft Office and TMS/call center software
• Excellent interpersonal, conflict resolution, and vendor management skills
• Must have a high degree of patience, attention to detail. Ability to prioritize competing priorities
• Word processing involving computer keyboard and screens, automobile travel within the Inland Empire
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel; talk or hear
• The employee must occasionally lift or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus

Start your journey towards a thriving future with IEHP and apply TODAY!

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA)