Transportation Supervisor (Org Wide)

Lakeland Care Incorporated•Fond Du Lac, WI

About The Position

Under the direction of the Organizational Supports Manager, the Transportation Supervisor provides leadership and operational oversight for the Transportation team. This position is responsible for employee supervision, workflow management, escalation resolution, transportation coordination, quality improvement activities, and cross-functional collaboration to ensure members receive timely, cost-effective, and person-centered transportation services in alignment with organizational and regulatory requirements.

Requirements

Associate Degree in Human Services, Administrative Professional, Office Assistant, other related field, or equivalent combination of education and experience (includes knowledge, skills, and abilities).
Minimum of three (3) years personal or confidential staff assistant or other support role experience required.
Thorough knowledge of administrative support practices and procedures, modern office equipment and business English required.
Proficient in the use of Microsoft Office, Power Point, Access, and Excel.
Ability to work independently, and with confidential and sensitive information. Ability to take transcription and compose correspondence.
Strong organizational skills and ability to prioritize tasks.
Excellent verbal and strong written communication skills are required.
Current driver’s license, acceptable driving record and proof of adequate insurance required.

Nice To Haves

One (1) year of supervisory experience is preferred.
Knowledge of Medicare, Medicaid, Family Care preferred.

Responsibilities

Monitor team productivity, service levels, and workload distribution to ensure timely coordination of member transportation services.
Review and respond to escalated transportation issues, member concerns, and provider service concerns requiring supervisory intervention.
Ensure adherence to departmental policies, procedures, auditing standards, and regulatory requirements.
Track key performance indicators and implement corrective actions to address service gaps or operational concerns.
Conduct routine transportation audits and remediate any findings to ensure cost effective transportation and accuracy of service authorizations and appropriate payment of claims.
Evaluate complex transportation requests and provide guidance on non-routine situations.
Lead root cause analysis of recurring transportation issues and implement sustainable solutions.
Partner with operational leaders to streamline workflows and improve service delivery outcomes.
Contribute to ongoing quality improvement within the transportation coordination process, including customer service, training, auditing and analysis.
Collaborate with Operations leaders and teams to ensure overall effectiveness and efficiency of the transportation program and processes.
Promote a culture of accountability, service excellence and member centered support.
Ensure transportation processes support member-centered outcomes and organizational strategic goals.
Demonstrate professionalism, sound judgment, and resilience when addressing organizational challenges, member concerns, provider issues, and operational changes.
Effectively de-escalate complex member, provider, and employee interactions while maintaining empathy, respect, and composure.
Serve as a resource to staff for escalated transportation, customer service, and workflow concerns.
Foster an inclusive, collaborative, and respectful work environment that values diverse perspectives and teamwork.
Provide day-to day- supervision, coaching and support to Transportation Associates through established means of accountability, provide adequate direction, advise of job responsibilities, provide regular strength-based feedback, and support staff in developing their career.
Support onboarding, training, and competency development of new team members.
Partner with organizational leaders to resolve cross-functional workflow issues impacting members or staff.
Serve as a departmental subject matter expert for transportation-related processes and procedures.
Maintain the confidentiality of client information and protected health information as required by State and Federal regulations, including the Health Insurance Portability and Accountability (HIPAA) Act of 1996.
Monitor staffing, workflow distribution, and operational performance to support departmental goals.
Ensure compliance with DHS contract requirements, Family Care regulations, and organizational policies.
Support implementation of organizational initiatives, policy updates, and workflow changes.