This key leadership role is responsible for the supervision, management, coordination and prioritization of all NEMT Call Center activities. This position oversees the trip brokering function and call taking functions of department staff.
Essential Duties and Responsibilities Include but are not limited to:
Directly supervises Call Center Supervisors and/or staff and assists in hiring, training, mentoring and performance of the employees.
Ensure that Call Center Key Performance Indicators are reported and monitored.
Demonstrate strong knowledge of Medicaid rules and NEMT requirements. Work with Information Systems staff to automate business practices to improve all taking efficiency.
Communicate and facilitate problem resolution with transportation providers as issues are escalated to resolve potential service issues in real time.
Work closely with Quality Assurance staff to monitor performance of operations through complaint management and provider compliance. Monitor staff training needs.
Participates in strategic planning and goals for the department.
Creates procedures and standards for department in order to ensure efficiency and smooth functioning.
Performs telephone support when necessary; provides technical expertise; communicates and negotiates with clients and ensures client satisfaction.
Serve as a Departmental resource and deal effectively with operational difficulties within the call center.
Non-Essential Duties and Responsibilities:
Perform other duties as assigned.
College Degree in business or related field, preferred. Experience may be substituted for education.
Minimum of three years of experience supervising high volume inbound call center and/or paratransit operations.
Other i.e. knowledge and skills:
Must be proficient in Microsoft Office software.
Demonstrated knowledge of medical terminology is preferred.
Healthcare industry experience is preferred.
Must type 40 wpm.
Must have effective oral, written and interpersonal communication skills.
Salary Range: $58,813 - $63,000
EMSC IS AN AA EEO
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