PACE Call Center & Transportation Manager

San Ysidro Health•San Diego, CA

About The Position

Under the direct supervision of the Senior PACE Program Director, the Transportation and Call Center Manager is responsible for monitoring overall performance and initiating interventions to address identified outcomes, ensuring participants have a better more efficient way to access all of San Diego PACE transportation and Call Center services. Essential Functions of the Job: In conjunction with the Call Center and Transportation Supervisors, plans and manages all activities related to the respective department. Develops plans to structure San Diego PACE processes to comply with the company’s current and changing needs. Monitors the activities of the different members of the Transportation and Call Center teams.Develops policies and procedures for the program, based on the participants changing needs. Proactively monitor the department outcomes to identify areas where improvement is needed and develop strategies for improvements. Responsible for ensuring the delivery of participant’s services which includes incoming calls, appointment scheduling, companionship and transportation services are provided in the most efficient manner and with excellent customer service. Enforcement of processes accordingly. Drives continuous improvement of internal processes. Analysis and resolution of problems related to their areas of assignment as well as personnel activities including hiring, training, development and termination of assigned supervisors / staff. Works closely with PACE Quality Director and Quality Manager to ensure the delivery of transportation services is in compliance with PACE guidelines Reviews productivity reports of routes and delivery service to ensure that transportation units are being used efficiently. Ensures contracted transportation service provider staff meets PACE training, certification and compliance requirements. Responsible for securing appropriate number of transportation units to ensure appropriate timely delivery of servicesWhen applicable, reviews biweekly invoices to ensure proper payment for services rendered.Assures all necessary program records are maintained according to policy. Additional Duties and Responsibilities: Maintains established departmental policies and procedures, objectives quality assurance programs, safely, environmental and infection control standards. Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops. Supervise development, implementation and operations of SYHealth’s Pre-Service Department as it relates to patient access and retention. Attends meeting as required and participates on committees as directed. Performs other related duties as assigned or requested.

Requirements

Vocational or specialized training preferred.
High school diploma or GED Equivalent required.
California driver’s license with appropriate automobile insurance.
Current BLS for Healthcare Provider CPR (American Heart Association) preferred.
A minimum of two years’ experience managing patient/customer services.
Demonstrated ability to manage complex schedules, changing availability of available assets and requests.
Ability to work under minimal supervision and mange and meet frequently changing deadlines.
Must be fluent in spoken and written Spanish and English.
Excellent organizational and communication skills; good public relations skills.
Transportation delivery system.
Work computer, telephone, fax, copier and other office equipment.
Must be able to perform computer proficiency.

Nice To Haves

Experience working with seniors in a healthcare or social services setting is preferred.

Responsibilities

In conjunction with the Call Center and Transportation Supervisors, plans and manages all activities related to the respective department.
Develops plans to structure San Diego PACE processes to comply with the company’s current and changing needs.
Monitors the activities of the different members of the Transportation and Call Center teams.
Develops policies and procedures for the program, based on the participants changing needs.
Proactively monitor the department outcomes to identify areas where improvement is needed and develop strategies for improvements.
Responsible for ensuring the delivery of participant’s services which includes incoming calls, appointment scheduling, companionship and transportation services are provided in the most efficient manner and with excellent customer service.
Drives continuous improvement of internal processes.
Analysis and resolution of problems related to their areas of assignment as well as personnel activities including hiring, training, development and termination of assigned supervisors / staff.
Works closely with PACE Quality Director and Quality Manager to ensure the delivery of transportation services is in compliance with PACE guidelines
Reviews productivity reports of routes and delivery service to ensure that transportation units are being used efficiently.
Ensures contracted transportation service provider staff meets PACE training, certification and compliance requirements.
Responsible for securing appropriate number of transportation units to ensure appropriate timely delivery of services
When applicable, reviews biweekly invoices to ensure proper payment for services rendered.
Assures all necessary program records are maintained according to policy.
Maintains established departmental policies and procedures, objectives quality assurance programs, safely, environmental and infection control standards.
Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
Supervise development, implementation and operations of SYHealth’s Pre-Service Department as it relates to patient access and retention.
Attends meeting as required and participates on committees as directed.
Performs other related duties as assigned or requested.