Community and Economic Development - Brokerage Program Manager

Human Resources•Albany, OR

2d•Onsite

About The Position

Serves as a Brokerage Manager for Cascades West Ride Line. Routinely handles confidential information. This position is FLSA exempt and not eligible for overtime. Performs position duties that promote customer service and harmonious working relationships, including treating all persons courteously and respectfully. Engages in effective team participation through a willingness to assist and support co-workers, supervisors, and other work-related associations. Develops good working relationships with division and agency staff and supervisors through active participation in accomplishing group projects and in identifying and resolving problems constructively. Demonstrates openness to constructive feedback and suggestions, to strengthen work performance. Contributes to a positive, respectful, and productive work atmosphere. Regular in-person attendance is required to meet this job's demands and provide necessary services. This position is a Mandatory Reporter by statutory requirement.

Requirements

Bachelor’s degree in Business Management, Healthcare Management or related field (preferred).
2-3 years of call center experience with at least 2 years in a supervisory role.
At least two years of contract management experience.
Or any satisfactory equivalent combination of education, training and experience which demonstrates the knowledge, skills and abilities to perform the job.
Considerable knowledge of contract management and implementation.
Proven experience in call center management, preferably in healthcare transportation.
Knowledge of Oregon Administrative Rules (OAR).
Knowledge of Medicaid transportation policies and HIPAA compliance.
Ability to manage complex regulatory requirements associated with NEMT brokerage operations.
Familiarity with scheduling software and CRM systems.
Analytical mindset with ability to interpret performance data.
Considerable knowledge of administrative procedures, project planning, and report presentation.
Knowledge of, and ability to operate, a personal computer using a variety of Microsoft applications including Power Point, Excel, and Word.
Ability to exercise proficient time management skills.
Ability to assist, mentor, evaluate, and coordinate personnel involved with customer service and call center operations
Ability to effectively communicate orally and in writing.
Ability to represent the agency before various citizen groups and public officials.
Ability to motivate, train, and supervise staff; and ability to apply problem-solving techniques.
Possession of a Valid Oregon Driver’s License, or the ability to obtain reliable transportation to travel throughout the area.
The position requires the successful completion of a criminal history and abuse check.

Nice To Haves

Experience in NEMT or healthcare transportation is highly desirable.
Bilingual English/Spanish Encouraged.

Responsibilities

Oversees daily operations of call center.
Ensures compliance with funding partner regulatory requirements.
Monitors call center metrics.
Implements quality assurance protocols and continuous improvement strategies.
Manages brokerage operations consistent with its policies, standards, and systems within state and federal parameters.
Works toward continual improvement of brokerage operations and evaluates and implements brokerage expansion plans, as appropriate.
Monitors brokerage and call center operations, to assure compliance with federal and state rules, regulations, and contractual requirements.
Develops and implements brokerage public information campaign.
Drafts requests for proposals and contracts; coordinates the negotiation and modification of brokerage–related contracts. Implements and monitors compliance with contractual requirements.
Prepares programmatic narratives and financial reports to funding partners and agency as requested.
Anticipates and works to avoid problems associated with brokerage operations; works to resolve conflicts and problems, when and if they occur.
Works with the Transportation Brokerage Advisory Committee (TBAC) and other associated groups and committees to develop and operate the transportation brokerage.
Selects, trains, and supervises program supervisors and other personnel engaged in program services and activities.
Review workloads, reports and records, personnel assignments, and status of ongoing work and various projects to plan and evaluate staff activities.
Develops, implements, and evaluates staffing plans for delivery of all assigned functions.
Works with Supervisors and Human Resources on issues related to performance, discipline, and grievances.
Provides general policy and case consultation with program supervisors and staff.
Assists staff in case problem-solving.
Supports the Program Director in management and oversight of budgets, invoicing, and financial duties.
Evaluates program expenditures, including direct authorization of program expenditures, and ensures proper utilization of funds for administrative and program costs.
Works to ensure that budgets, financial reports, and contract tracking and reporting are up to date.
Attends staff meetings and various community meetings and makes presentations to local communities and others.
Conducts special projects and other related duties as directed by the CED Director.