Lead Transportation Services Representative

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 Transportation Services Supervisor, the Lead Transportation Services Representative will assist management to ensure the department’s regulatory standards and LEAN project initiatives are met. The Lead Transportation Services Representative requires advance knowledge and understanding of Transportation Services Call Center operational processes, LEAN rapid improvement events and metrics in order to be able to speak of the processes, think critically of the gaps and escalate issues and concerns timely to management. The Lead Transportation Services Representative will assist with member and provider inbound/outbound calls while ensuring responsiveness is delivered in an accurate and timely manner the the highest level of customer service. 

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. All Duties assigned to Transportation Services Representative and Operations Representative.
2. Demonstrate advance knowledge of all processes, systems, regulations, and compliance standards.
3. Assist Supervisor in evaluating metrics within their teams and its’ downstream and upstream effects within the department through the monitoring of all specific departmental standards, regulatory standards, and processes.
4. Adhere and monitor process changes while communicating any updates to the team.
5. Collaborate with Supervisors to evaluate outcomes of the established processes, analyze gaps, and escalate to the supervisors/management team.
6. Assist in leading Transportation Services Call Center when all supervisors are unavailable or in meetings. Assist with difficult calls and under the direction of a supervisor, coordinates assistance with other departments as needed.
7. Assist in queue monitoring and assigning Team Members accordingly.
8. Generate reports to track and trend productivity, compliance, quality, and inventory.
9. Demonstrate a commitment to LEAN by participating in process improvement projects and RIE Events/Huddles.
10. Collaborate with preceptors for training needs, training coordination, and any communication associated with updates.
11. Partner with Quality Assurance to identify gaps in knowledge.
12. Assist in creating appropriate and efficient workflows, provide feedback in development of Job Aid, assist in validating the workflows.
13. Perform continuous leaning in a team or individual environment to build and maintain knowledge of all IEHP LOBs, products, Transportation Services, and system requirements.
14. Follow up on Member and provider calls where opportunities for improvement have been identified in the delivery of customer service during previous interactions between IEHP and its Members including Grievance responses.
15. Independently troubleshoot and escalate equipment issues in a successful manner for prompt resolutions while building knowledge base for future recall solutions.

Education & Requirements 

• Three (3) years of experience in the IEHP Transportation Services unit to be eligible for the Team Lead position OR Three (3) years of experiences in a contact call center
• High School Diploma or GED required
  • Associate’s degree or Bachelor’s degree from an accredited institution preferred
• Must obtain the Passenger Assistance, Safety and Sensitivity (PASS) Certification from the Community Transportation Association of America (CTAA) within six (6) months of hire

Key Qualifications

• Knowledge of Customer Service delivery and referral Regulations and processes
• Written and verbal skills
• Computer applications, including word processing, database, and spreadsheets. Demonstrated problem-solving skills
• Proficient in Microsoft Office Suite
• Efficient problem solving, time management, imitative and focus skills requiring minimum supervision and guidance
• High Level Attention to Detail
• Requires ability to communicate and work effectively with a variety of providers and individuals
• 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; and  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
• Position is eligible for telecommuting/remote work location upon completing the necessary steps and receiving HR approval
• All IEHP positions approved for telecommute or hybrid work locations may periodically be required to report to IEHP’s main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership

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

Telecommute (All IEHP positions approved for telecommute work locations may periodically be required to report to IEHP’s main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership)