Transportation Clerk Supervisor-HHK-Sacaton

Transportation Clerk Supervisor-HHK-Sacaton 3.5 3.5 out of 5 stars Sacaton, AZ Full-time Gila River Health Care 183 reviews

Full-time Position Summary:

Provides leadership, training and supervision to Transportation Clerks in booking reservations, scheduling transportation and in-person support for patient pick-up. This position directly supervises all Transportation Clerk activity and requires professional communications, computer, phone, and presentation skills. The Transportation Clerk Supervisor trains staff to ensure they are skilled in multitasking both internally and externally.

Critical Tasks:

Provide day-to-day leadership, guidance, coaching, and supervision to Transportation Clerks and ensures staffing coverage during all business hours. Responsible for training, recruiting, counseling, coaching, disciplinary action, and conducting annual reviews for staff. Responsible for daily communication with Transportation Managers to ensure patient concerns or complaints are communicated, addressed and resolved promptly. Provides management of Transportation Clerk operations to ensure high levels of customer service, patient experience and transportation quality metrics are achieved. Train staff to use the trip reservation software. Must maintain an advanced knowledge of the tools and functions of the scheduling software and keep current on all training. Maintains and updates patient data files to ensure high quality service with transportation staff understanding of each patient's conditions and needs. Perform duties as required to fill in for staff vacancies, paid time off, and other absences. Accurately updates patient addresses, providers and medical facilities on an accurate and timely basis. Monitor patient wait times for return rides from Hu Hu Kam Memorial Hospital (HHK) appointments to ensure there are no excessive waits. Assist waiting patients to ensure they are comfortable, patient questions are answered and concerns are addressed and satisfy. Schedule patients in real-time to ride on the HHK patient shuttle to ensure there are no excessive wait times. Maintains ongoing and accurate knowledge of vehicle and Medical Van Driver availability as well as patient and facility locations both inside and outside the Gila River Indian Community (GRIC) to maximize the efficiency of patient reservations. Ensure Transportation Clerk staff are calling outside medical facilities to verify patient appointments to eliminate patients being transported to cancelled appointments. Communicates regularly by telephone, particularly with patients, to answer questions and resolve concerns. Assigns patients to transportation vendors when patient circumstances necessitate such services. Manages and responds to electronic transportation requests on a timely basis to ensure full coordination of all transportation services. Checks and confirms every patient's current eligibility for transportation services under the Arizona Health Care Cost Containment System (AHCCCS). Communicates with external transportation vendors to ensure proper service to patients as well as internal coordination of efforts. • When necessary, assists walk-up patients with their medical transportation needs per Gila River Health Care (GRHC) policy.

Takes all steps necessary to ensure dependable and reliable services to all patients. Complies fully with all Health Insurance Portability and Accountability Act (HIPAA) confidentiality regulations. Performs other special projects and duties as assigned.

Critical Tasks:

High School diploma or GED equivalent required. Detailed knowledge of transportation routes in Southern Maricopa and northern Pinal County. A thorough knowledge of trip reservation software. Minimum 1 year of experience in a direct customer service role, preferably including with Native American customers. Leadership skills, ability to create a team environment amongst staff. Proven history of successfully interacting with executives and all other levels of employees. Demonstrated ability to relate to diverse cultures and specifically the Gila River Community and/or other Native American cultures. Interest in medical subjects, patient services/care, and customer service. Prior medical environment work experience preferred.