Community and Economic Development - Transportation Brokerage Specialist

Human Resources•Albany, OR

6d•Onsite

About The Position

This position is FLSA non-exempt and eligible for overtime. This position is union-represented. Under general direction of the Transportation Brokerage Supervisor, the Customer Service Representative (CSR) handles incoming calls, checks client eligibility, posts ride requests for transportation services, selects the most appropriate transportation provider and schedules rides using specialized software. Prior authorizes and arranges for non-emergency medical transportation services for senior citizens, people with disabilities, Medicaid eligible clients and others. Performs position duties in a manner that promotes customer service and harmonious working relationships, including treating all persons courteously and respectfully. Engages in effective team participation through willingness to assist and support co-workers, supervisors, and other work-related associations. Develops good working relationships with transportation providers, agency staff and supervisors to assist in identifying and resolving problems in a constructive manner. Demonstrates positive acceptance of constructive feedback and suggestions, in an effort to strengthen work performance. Contributes to a positive, respectful and productive work atmosphere. Regular attendance is required to meet the demands of this job and to provide necessary services. This position is a Mandatory Reporter by statutory requirement.

Requirements

Graduation from high school or equivalent, plus one year office experience or training; OR, any satisfactory equivalent combination of education, experience, and training which demonstrates the knowledge, skills and abilities needed to perform the duties of the job.
Knowledge and ability to apply strong organizational skills
Thorough knowledge and proficiency in the use of Microsoft software including Access, and ability to assist and train others in software applications
Excellent knowledge of business English, spelling and punctuation
Considerable knowledge of modern office practices and procedures
Ability to acquire and apply confidentiality rules regarding client and provider records
Ability to understand verbal and written operating instructions and procedures and to initiate suggestions for appropriate involvement
Ability to read, prepare and understand statistical reports and recognize mathematical and/or data entry errors
Ability to work independently and exercise good time management skills in order to accomplish both daily tasks and on-going projects, paying attention to detail
Ability to work with other staff and the public in a courteous and efficient manner
Ability to identify and refer significant policy inquiries to supervisor
Ability to operate a variety of standard office machines and equipment
Ability to operate a multi-line telephone system
Ability to communicate well orally and in writing
Ability to type accurately and efficiency in document preparation
Ability to acquire proficiency in specialized Brokerage software.
Skills in performing detailed and complex clerical tasks.
Possess a valid Oregon Driver’s License, or the ability to obtain reliable transportation in order to travel throughout the three-county area.
Position requires successful completion of a criminal history and driving record check.

Nice To Haves

Call center experience strongly preferred.
Bilingual English/Spanish Encouraged.

Responsibilities

Operates multi-line telephone system to assess incoming client requests for transportation services.
Checks client eligibility and enters data using computer terminal with specialized software.
Provides general public relations to transportation providers and public regarding medical transportation program and other brokerage services.
Schedules trips using specialized software.
Coordinates resources for urgent transportation.
Verifies a sample of all trips to assure that clients are going to appropriate services.
Determines the need for additional medical or social information and requests from appropriate sources.
Informs appropriate staff of client or provider abuse.
Coordinates with case managers to ensure necessary client eligibility information is current.
Performs a variety of clerical-related duties including using Microsoft Office software to prepare reports, complete forms, and compile information for analysis.
Determines most cost effective and appropriate ride for clients.
Tracks record of documentation for long-distance bid trips.
Tracks availability of Providers daily.