Call Center Supervisor (remote in Oregon)

Greater Oregon Behavioral Health, Inc•Bend, OR

just now•$65,000 - $70,000•Remote

About The Position

Here at GOBHI, we understand and support diversity by appreciating it and encouraging it by creating a culture of dignity and respect for our employees. We are honored to be an Equal Opportunity Employer. GOBHI has an immediate opening for a full-time Non-Emergent Medical Transportation (NEMT) Call Center Supervisor. This remote position will be based out of the employee’s home located in the state of Oregon or accepted radius. The NEMT Supervisor is responsible for overseeing the Non-Emergent Medical Transportation (NEMT) Brokerage Intake Specialists and provides coordination of services between drivers, staff, and members. This position verifies credentialing and re-credentialing for NEMT transportation providers and volunteer drivers. This is a key position that coordinates the day-to-day NEMT operations.

Requirements

Three years experience in a public transit program or in healthcare which have included activities related to managed care or government assistance programs; or any combination of education and experience which would provide the required knowledge and abilities.
Excellent communication abilities, including public speaking and facilitation of complex discussions.
Flexible; able to multi-task in response to time-sensitive and changing situations.
Proven ability to maintain confidentiality and handle sensitive information.
Ability to escalate issues to NEMT Operations Manager, as needed.
Resourceful, able to network and connect people to appropriate resources.
Strong technical skills, able to use Microsoft Office and Google Suites databases.
Strong attention to detail with excellent organizational and project management skills.
Resilient and solution-oriented, with the ability to navigate complex challenges.
Education – High School Diploma or equivalent. Bachelor’s degree in healthcare administration or related field preferred.

Responsibilities

Supervises internal processes to assure compliance with Federal and State rules, regulations, goals and objectives of business operations program delivery.
Supervises staff, including coaching and training.
Educates Brokerage Intake Specialists on common claim issues.
Provides secondary review of denied rides and NOABDs to ensure compliance with Federal and State rules and regulations.
Responds to escalated complaints and grievances from members.
Primary call center Dial-Pad Administrator.
Assists with processing of reports.
Establishes and maintains relationships with other agencies and organizations in the community to meet community needs.
Responds to and assists potential NEMT providers with the credentialing and contracting process.
Works with Contracts and Network Specialist to complete the NEMT provider contracting process.
On-boards new NEMT providers.
Communicates with NEMT providers on expiring/expired driver and vehicle credentials.
Conducts monthly OIG/GSA sanction check of providers.
Recruitment of Volunteer drivers.
Delegates training for onboarding of volunteer drivers.
Coordinates volunteer driver vehicle inspections in accordance with contract and regulations.
Maintains accurate NEMT provider and volunteer driver and vehicle credentialing.
Assigns and tracks NEMT volunteer driver training.
Coordinates and responds to audit requests, as requested by the NEMT Operations Manager.
Schedules quarterly NEMT advisory committee meeting.
Attends required trainings as assigned.
Other duties as assigned.