Manager, 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!

The Manager of Transportation Services provides strategic oversight of all transportation services across NEMT & NMT. This includes oversight of the call center, trip scheduling, quality assurance, broker/provider relationships, and regulatory compliance. The incumbent sets long-term goals and departmental direction and also provides strategic and operational leadership for all aspects of the transportation (NMT & NEMT) program. The Manager ensures that members receive safe, reliable, and timely transportation services while maintaining high-quality call center operations and full adherence to federal, state, and contractual requirements.

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. Call Center Oversight
   • Provide direct leadership to Supervisors overseeing call center agents responsible for reservations, trip adjustments, exception handling, and member support.
   • Monitor call center performance to ensure service level agreements (SLAs), call quality standards, and member satisfaction goals are achieved.
   • Partner with Workforce Management to optimize scheduling, staffing, and call volume forecasting.
   • Implement training programs to ensure agents consistently adhere to compliance, HIPAA, and member service standards.
2. Broker & Transportation Provider Operations
   • Oversee broker operations to ensure transportation providers are credentialed, contracted, and compliant with all safety, regulatory, and contractual obligations.
   • Collaborate with Vendor Management Specialists to track KPIs (on-time performance, complaint resolution, safety incidents, compliance rates).
   • Develop and manage broker/provider performance scorecards; implement corrective action plans when needed.
   • Serve as an escalation point for provider disputes, contract issues, or service failures.
   • Ensure brokers and providers have adequate coverage and capacity for all member transportation needs.
3. Quality & Compliance
   • Oversee the Quality Assurance team to ensure call monitoring, trip documentation, and member feedback are regularly reviewed.
   • Ensure compliance with Medicaid, Medicare, CMS, ADA, HIPAA, and state-specific regulations.
   • Lead departmental compliance audits, prepare documentation, policy maintenance, and implement corrective action plans.
   • Promote a culture of compliance across staff and vendors, with consistent training on Fraud, Waste & Abuse (FWA) and member rights.
   • Partner with Quality and Compliance teams to address service gaps and improve member outcomes.
4. Operational Strategy & Performance
   • Lead the development and implementation of operational strategies that improve efficiency, reduce costs, and enhance member experience.
   • Ensure the effective use of the Transportation Management System (TMS) across call centers, brokers, and vendors.
   • Analyze call center and transportation data to identify trends, forecast needs, and make data-driven decisions.
   • Manage departmental budgets, resource planning, and financial performance.
   • Drive innovation by implementing new processes, technology solutions, and service models.
5. Collaboration & Communication
   • Partner with senior leadership to align transportation operations with organizational objectives.
   • Act as the primary representative of transportation services in meetings with health plans, brokers, transportation providers, and regulatory agencies.
   • Provide executive-level reports on call center performance, broker/vendor compliance, quality, and member satisfaction.
   • Collaborate cross-functionally with IT, Compliance, Quality, Finance, and Legal to ensure operational integration and effectiveness.
6. Hire, train, and manage support staff, while monitoring and evaluating outcomes. Conduct performance reviews of each Team Member within IEHP guidelines.
7. Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Education & Requirements 

• At least five (5) years of leadership experience in NEMT, healthcare operations, call center management, or transportation services required
  • Experience in a lead capacity also counts as leadership experience
• Experience managing call center operations, quality teams, and vendor/provider relationships
• Strong knowledge of Medicaid/Medicare NEMT requirements, CMS regulations, HIPAA, ADA, and FWA standards
• Project management and team building experience essential
• HMO, Managed Care setting, or Transportation Operations/industry experience preferred
• Bachelor’s degree in Healthcare, Business Administration, Transportation, or related field from an accredited institution required
  • In lieu of the required degree, a minimum of eight (8) years of additional relevant work experience is required for this position
  • This experience is in addition to the minimum years listed in the Experience Requirements above
• Master’s degree in MPH, MA, MSN, MBA, or related field from an accredited institution preferred
• Must obtain the NEMTAC Certified Transport Specialist (CTS) certification within six (6) months of hire

Key Qualifications

• Must have a valid California Driver’s license and valid automobile insurance
• Must qualify and maintain driving record to drive company vehicles based on IEHP insurance standards of no more than three (3) points
• Strong knowledge of state and federal requirements and regulations of CMS, DHCS, DMHC, and NCQA
• Knowledge of Medi-Cal managed care
• Understanding and sensitivity to a multi-cultural environment and community
• Strong knowledge of Medi-Cal/Medicare managed health care preferred
• Knowledge of service delivery in a call center environment
• Knowledge of Managed Care Operational systems and procedures
• Proven leadership with ability to manage large, diverse teams across call center and vendor operations
• Strong knowledge of call center workforce management, SLAs, and quality assurance
• Skilled in vendor negotiations, contract management, and provider compliance oversight
• Strong financial management and budget planning experience
• Proficiency in data analytics, Microsoft Office, and Transportation Management Systems
• Excellent communication, conflict resolution, and stakeholder management skills
• Ability to coach and mentor others, must have a high degree of patience, attention to detail, and time management capabilities
• The ability to prioritize competing priorities

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