Non-Emergency Medical Transportation Program Administrator

State of Connecticut • Hartford, CT

3d • Hybrid

About The Position

The Connecticut Department of Social Services (DSS) is hiring a Non-Emergency Medical Transportation Program Administrator, classified as a Social Services Program Administration Manager. The position is based at 55 Farmington Avenue in Hartford and has a first-shift, Monday–Friday schedule with a flexible hybrid arrangement combining in-person work and telework.

The role manages program and policy planning, development, implementation, and monitoring for a major agency program area. The administrator oversees the Non-Emergency Medical Transportation (NEMT) broker, with emphasis on access, reliability, service quality, regulatory compliance, legislative relations, and continuous improvement for diverse and high-need populations. The work also includes managing program operations and staff, interpreting laws and policies, evaluating program effectiveness, advising leadership, coordinating with public and community partners, and contributing to budgets, staffing, and legislative matters.

DSS serves approximately one million Connecticut residents through programs and services addressing the needs of children, families, older adults, and people with disabilities. The agency operates through field offices, central administration, and online and phone access options. The state notes professional growth and paid professional development opportunities, work-life balance, and eligibility as a Public Service Loan Forgiveness employer.

Requirements

• Nine years of professional experience delivering social services programs and/or policies.
• At least one year of the required general experience must be in a managerial or consultative capacity with programmatic and administrative responsibility for a regional or statewide social services program.
• Considerable knowledge of and ability to apply management principles and practices.
• Knowledge of relevant state and federal laws, statutes, and regulations; applicable agency policies and procedures; and community organizations and social services agencies.
• Knowledge of social services programs and/or relevant programs serving older adults, people with disabilities, or people with behavioral health needs.
• Considerable interpersonal, oral communication, and written communication skills.
• Ability to interpret complex written material, including legal narratives, and assess its impact on program goals.
• College training may substitute for general experience at 15 semester hours per one-half year, up to a maximum of four years for a bachelor’s degree.
• A master’s degree in social work, public administration, accounting, early childhood education, or a closely related field may substitute for one additional year of general experience.

Nice To Haves

• Bachelor’s degree in public administration, healthcare administration, public health, business administration, transportation management, or a related field; a master’s degree is preferred.
• Five or more years of progressively responsible experience in Medicaid program administration, healthcare operations, transportation services, or related human services programs.
• Experience administering or overseeing Medicaid NEMT programs, transportation broker contracts, or transportation service delivery systems.
• Knowledge of federal Medicaid regulations and state policies governing NEMT services, eligibility, reimbursement, and program integrity.
• Experience managing complex contracts, vendor performance, procurements, and compliance monitoring.
• Ability to analyze transportation utilization, access, quality, and cost data to inform program improvements and policy decisions.
• Experience developing and implementing operational policies, procedures, and performance measures.
• Knowledge of healthcare access barriers, social determinants of health, and strategies to improve transportation access for Medicaid beneficiaries.
• Experience collaborating with transportation brokers, healthcare providers, state agencies, advocacy organizations, and community partners.
• Familiarity with transportation network operations, scheduling systems, call center performance metrics, and customer service standards.
• Experience overseeing quality assurance, complaint resolution, corrective action plans, and continuous quality improvement initiatives.
• Knowledge of fraud, waste, and abuse prevention strategies related to transportation services.
• Strong project management skills, including the ability to manage multiple priorities, meet deadlines, and coordinate cross-functional teams.
• Excellent written and verbal communication skills, including experience preparing reports, policy recommendations, presentations, and executive briefing materials.
• Experience with federal reporting requirements, audits, and regulatory compliance activities.
• Proficiency in data analysis and reporting tools, including interpreting performance dashboards and key performance indicators.
• Demonstrated commitment to customer service, health equity, and improving healthcare access for vulnerable populations.

Responsibilities

• Manage staff and/or the operations of a unit or program.
• Implement social services programs and policies.
• Coordinate, plan, and manage unit or program activities.
• Formulate program goals and objectives using agency data.
• Develop or assist in developing related policies.
• Interpret and administer applicable laws.
• Coordinate research, data analysis, and program-planning efforts.
• Monitor, analyze, and evaluate programs and policies for cost-effectiveness and service quality.
• Identify and coordinate training needs.
• Advise leadership about legislative, legal, and other program or policy impacts and recommend appropriate positions.
• Monitor internally and externally initiated program or policy changes.
• Research, prepare, and present testimony to legislative committees, study committees, and courts on social services issues.
• Evaluate staff.
• Prepare or assist with budget preparation.
• Maintain contacts inside and outside the agency who may affect program activities.
• Serve as an agency contact with state, federal, and community agencies to support service delivery.
• Participate in staff recruitment and hiring, including outreach, interviewing, and selection.
• Oversee the NEMT broker, focusing on access, reliability, quality, regulatory compliance, legislative relations, and continuous improvement.
• Perform related duties as required.

Benefits

• Professional growth and paid professional development opportunities.
• Work-life balance.
• The State of Connecticut is an eligible Public Service Loan Forgiveness employer; employees may be eligible for qualifying student loan forgiveness after 10 years of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed