Lead Transportation Services Representative

IEHP•California, MD

51d•$26 - $33•Hybrid

About The Position

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.

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
Must obtain the Passenger Assistance, Safety and Sensitivity (PASS) Certification from the Community Transportation Association of America (CTAA) within six (6) months of hire
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