Transportation Review Unit Manager

Transportation Review UNIT Manager: The TRU Manager shall be a full-time position that directs customer service activities to NET Providers within the database in alignment with organizational procedures and standards. Resource to the customer and staff.Major Responsibilities:• Assist the management with the oversight of the NETSPAP contract, including responsibility for ensuring all policy and procedures and reporting requirements are met.• Communicate to HFS any internal complaints with customers and NET Providers. Running daily timeliness reports. Troubleshooting daily/routine IT issues with Staff, escalating to corporate IT via IT tickets, and sometimes collaborating with local IT when issues occur.• Supervise and support the call center with questions on Teams, calls, escalated supervisor calls (customers and providers)Approving PTO based on business needs and distributing PTO trackers to individual staff members monthly or upon request.• Ensuring staff stay compliant with IL State guidelines/legislation regarding Medicaid coverage for transportation. Ensuring Staff is compliant with training assignments from the State (IL Harassment yearly) and corporate by keeping a location checklist of staff and providing training certificates for their employee file.• Training staff one-on-one and group sessionsIT support and troubleshooting with staff.• Creating memos, training reminders and material to ensure consistency and thoroughness of staff.• Receiving and forwarded QA issues to staff for additional training and corrections.• Providing call center support with ensuring calls are taken by non-CSR staff when there is a high volume. Answering CSR questions, providing additional training and materials, QAs, super/manager calls, etc.• Ensuring quality data entry for reporting to HFS – proper hold codes, internal review trip log and recipient log codes – to allow for accurate data to be issued to HFS upon request – per contract. This is done through training, reminders, QAs, etc.• Ensure Transportation Review Agents are keeping contractual requirements under Prior Approval and Post Approval guidelines. Per contract: 8% Pre and 2% Post• Frequent Rider validations and reporting, oversee agents responsible for these validations. Singling out potential fraud, waste, and abuse.• Timeliness: Confirming that daily trip requests received are being adjudicated properly.Prioritizing urgent requests and assigning to expedite review.• Substitute for TRU Supervisor roles and partial Call Center Manager Roles in case of absence: distribution of work, keeping track of attendance and submitted hours to HF/Payroll/REM and documenting via spreadsheet, keeping eye of call flow via the queue.• Stay current with HFS provider notices, i.e.: PCS/CTS requirements, ambulance criteria (stairs, etc.).and communicate any updates in a memo to the representatives• e-faxing and emailing requested documents for transportation review to customers and providers, and data entry, etc.: CTS, PCS, SPAs, POMs, HIPAA Letters, etc. Overseeing the Data Entry Process, ensuring timeliness of documents entered with accuracy and in compliance with contractual agreements and State guidelines.• Providing write-ups on cases for HFS review, complaints, and other scenarios needing attention in a professional and understandable narrative• Be available to the Department during business hours. Be available for urgent matters that may require reporting to the office or over the phone. Handle other duties and special projects to support business needs.• Make executive decisions with the support of the managers.• Additional duties assignedMinimum Education & Certifications Required:• Bachelor’s Degree preferred or 7 years of NETSPAP experienceExperience & Skills Required:• Minimum seven (7) years of NEMT experience with increasing responsibilities.• Preferred Supervisor Experience• Must have knowledge of call center operations.• Must have excellent oral and written communication skills, data management and report writing and analysis skills in Microsoft Products, problem solving skills and conflict management ability.Physical Requirements & Working Conditions:Must be able to move about the office and between floors; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.Job Category: General Managers / Asst General Managers / Ops ManagersReq ID: 3126Pay Group: UC6Cost Center: 52938The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.Drug-free workplaceIf based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.California applicants: Please Click Here for CA Employee Privacy Policy.