Special Services Supervisor

Verida Inc•Villa Rica, GA

12d

About The Position

The Special Services Supervisor oversees the daily operations of the Special Services Department, coordinates department activities, supervises staff, and manages complex transportation requests in support of quality non-emergency medical transportation (NEMT) services. The role draws on case management, customer service, and transportation coordination expertise to assess beneficiary needs, resolve complex service concerns, and identify appropriate transportation resources in accordance with company policies, Medicaid guidelines, and contractual requirements. The supervisor provides operational oversight of transportation authorizations, Level of Need requests, and specialized transportation services for beneficiaries with unique medical, physical, or developmental needs. The role coordinates with internal departments, healthcare facilities, transportation providers, and external stakeholders to support timely service delivery and care coordination. Responsibilities also include staff development and performance management, quality assurance, process improvement, and meeting departmental productivity and service goals. Clinical assessments, medical necessity determinations, and decisions requiring a licensed healthcare professional must be referred to appropriately credentialed personnel; the supervisor coordinates and oversees the administrative and operational aspects of these processes.

Requirements

At least two years of case management experience; healthcare, Medicaid, managed care, discharge planning, or NEMT experience preferred.
At least two years of customer service experience in a call center or healthcare service environment.
Working knowledge of case management principles, including assessment, service coordination, documentation, follow-up, and resolution.
Knowledge of Medicaid programs, healthcare systems, and transportation eligibility guidelines.
Experience coordinating services for individuals with complex medical, mobility, or developmental needs.
Ability to review and interpret transportation requests, service documentation, and eligibility information.
Strong leadership skills and ability to supervise, coach, motivate, and develop employees.
Excellent written and verbal communication skills and strong interpersonal skills for communicating with beneficiaries, facilities, providers, employees, and management.
Ability to assess individual and departmental needs and implement effective strategies.
Strong analytical, critical-thinking, and problem-solving skills.
Ability to manage multiple priorities and resolve complex operational concerns in a fast-paced environment.
Strong organization, time management, documentation, and attention to detail.
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
Knowledge of call center systems, case management software, and electronic documentation platforms.
Ability to maintain confidentiality and handle sensitive beneficiary information in accordance with HIPAA and company policies.
Ability to work independently, demonstrate initiative, and make sound operational decisions within established guidelines.
Commitment to accountability, professionalism, customer service, and quality improvement.
Ability to work effectively under pressure while meeting deadlines and departmental expectations.
High school diploma or equivalent required.
Clinical assessments, medical necessity determinations, and other decisions requiring a licensed healthcare professional must be referred to appropriately credentialed personnel.

Nice To Haves

Previous supervisory or team leadership experience.
Associate’s or Bachelor’s degree in Healthcare Administration, Business Administration, Human Services, Social Work, or a related field.
Additional education or professional training in case management, healthcare coordination, or Medicaid services.
Three or more years of experience in case management, healthcare coordination, or specialized transportation services.
Experience supervising employees in a healthcare, call center, or transportation operations environment.
Experience working with Medicaid beneficiaries and individuals with intellectual or developmental disabilities.
Knowledge of NEMT operations and specialized transportation requirements.
Experience with prior authorization processes, Level of Need assessments, and transportation eligibility determinations.
Experience working with healthcare facilities, discharge planners, social workers, and case management teams.
Familiarity with Medicaid managed care organizations, state-funded healthcare programs, and contractual compliance requirements.
Case Management Certification or related professional certification.

Responsibilities

Coordinate daily department activities, special projects, and operational assignments to meet productivity, quality, and service goals.
Supervise department staff, set performance goals, conduct evaluations, and provide coaching, training, and career development.
Participate in recruitment, interviewing, hiring, and onboarding of employees.
Manage employee scheduling, work assignments, shift rotations, breaks, vacations, training, overtime, and absence coverage.
Schedule and conduct departmental meetings; communicate operational updates, expectations, and performance goals.
Direct preparation and analysis of departmental reports, complete required HR documentation, and maintain employee records.
Monitor workflows and processes; recommend and implement changes to improve efficiency, accuracy, and service delivery.
Guide employees handling complex transportation requests, case management concerns, and out-of-policy situations.
Collaborate with supervisors, managers, departments, facilities, providers, and external stakeholders to resolve operational and service concerns.
Oversee specialized transportation requests and assess complex cases for appropriate services based on beneficiary needs, eligibility, and program guidelines.
Oversee verification of beneficiary eligibility, demographic information, coverage requirements, and transportation service authorizations.
Coordinate transportation with healthcare facilities, case managers, discharge planners, and other stakeholders.
Review requests for completeness, accuracy, and compliance; help staff determine appropriate transportation resources based on documented needs and approved requirements.
Oversee standing authorization requests and periodic reassessments; manage and escalate cases requiring administrative, contractual, or clinical review.
Coordinate services for beneficiaries with intellectual and developmental disabilities, mobility limitations, and other specialized transportation needs.
Support Level of Need determinations by reviewing documentation, coordinating with stakeholders, and referring matters requiring clinical judgment to qualified personnel.
Address transportation barriers and urgent requests, including interfacility transfers and specialized service needs; monitor case follow-up and documentation.
Oversee the intake, review, processing, and coordination of transportation authorization requests, including timely completion within contractual timeframes.
Verify transportation requests meet eligibility, documentation, and program requirements before approval or escalation; coordinate clinical review when needed.
Review arrangements for appropriate provider assignments, vehicle types, scheduling, and accommodations; oversee documentation of beneficiary and trip information.
Resolve complex transportation concerns and coordinate escalation of requests outside standard coverage guidelines.
Support development and implementation of authorization procedures, intake tools, and workflows; coordinate service denials, authorization outcomes, and appeal procedures with designated personnel.
Maintain awareness of Medicaid transportation guidelines and contractual requirements affecting specialized services.
Conduct quality assurance calls with healthcare facilities, attend facility meetings as needed, and evaluate service levels and concerns.
Monitor performance and compliance with company policies, Medicaid guidelines, and contractual requirements; review case files and records for accuracy and completeness.
Identify service deficiencies, implement corrective actions, coach employees, and support quality assurance and process improvement initiatives.
Support internal and external audits by maintaining records and providing requested documentation; work with appropriate departments to address compliance concerns and operational risks.
Monitor beneficiary complaints, facility concerns, and recurring service issues; identify trends and recommend corrective action.
Develop and coordinate staff training on operational knowledge, case management practices, service quality, Medicaid transportation requirements, eligibility, specialized needs, and procedures.
Assess training needs, address identified gaps, support training for providers and other departments, and promote communication, teamwork, accountability, and professional development.
Serve as a primary point of contact for escalated concerns involving beneficiaries, facilities, and transportation providers.
Communicate department updates, concerns, and service trends to management; participate in meetings, committees, and special projects as a department representative.
Provide management recommendations to improve department performance, service coordination, and beneficiary satisfaction.
Perform other duties as assigned.