Position Summary The MediTrans Concierge Service Team is a team that handles escalations or special circumstances of health plan members in a dedicated and solution-oriented manner. The Team Lead will manage a team that includes TNC Ride Share Specialists and Concierge Service Specialists - roles that ensure that health plan members with the most unique circumstances are accommodated for their transportation needs in a can-do, no-fail manner. This will entail addressing among the most complex situations within the company. Examples include assurance that members in the most remote parts of the state receive reliable, timely, and consistent transportation when it is difficult to do so; or, a member in a more urban area who has had a last minute decline in their transportation immediately gets reaccommodated through the utilization of TNCs (ex. Uber, Lyft). The goal of the team is to minimize unaccepted / unfulfilled trips to near zero. Essential Functions

• Supervise the Concierge Service Team, which includes at least two (2) TNC Ride Share Specialist roles and two (2) Concierge Service Specialist roles. Lead the hiring, training, and development of this team into a primary value proposition for the company.
• Regularly utilize data analytics / reporting and monitor the transportation software system for potential issues / failure points. Be proactive in stepping in / assigning team resources to address problems.
• Strong customer service and solution-oriented disposition: no problem is too big or complex to solve.
• Escalate and engage company resources when needed to fulfill Medi Trans, health plan, and LDH objectives.
• Function as an in-house expert on the Medi Trans business model and NEMT services to determine ways that solutions can be found for some of the most pressing trip assignment issues. Minimum Required Education and Qualifications
• Bachelor's degree in business, hospitality, public health, or related field from an accredited college or university or comparable work experience.
• 1 year of professional experience in a high-impact customer service role with demonstrated outcomes
• Knowledge of Medicaid programs, Non-Emergency Medical Transportation (NEMT), public healthcare policy and compliance, and other healthcare industry specialty preferred.
• Be comfortable in a collaborative, high-production, meaningful-impact environment.

Travel / Work

Requirements

• Minimal to no travel for work purposes will be needed Compensation

Salary:

$41,520-$47,760

Pay Type:

Hourly

Benefits:

Eligible for company-sponsored benefits in accordance with organizational policy (if applicable)

Travel:

Business-related travel expenses reimbursed per company policy

Pay:

$41,520.00 - $47,760.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Education:

High school or equivalent (Required)

Experience:

High Impact Customer Service:

1 year (Required)

Medicaid Programs and NEMT:

1 year (Preferred)

Work Location:

In person