Client Transportation Coordinator

Located in Redmond, WA

Salary: $26.20

The career opportunity:

The Client Transportation Coordinator partners in-person with medical facility staff and Medicaid clients to arrange for transportation to/from medical facilities for much needed medical care. This position is a rotational role primarily stationed at Harborview Medical Center. Coordinators determine what transportation services clients qualify for and work with our transportation partners to meet their needs. The candidate will also rotate through the transportation desks at the UW Medical Center and Seattle Children’s Hospital on an occasional, as needed basis for absence period coverage. This position reports directly to the NEMT Scheduling Supervisor. Coordinators are provided with a bus pass to travel to/from and between work locations.

 

This position is a great starting point or career transition opportunity for people wanting to work in medical administration, transportation, or the non-profit sector. The ideal candidate brings great communication skills, a customer service mindset, and a passion for helping people.

 

What you will be doing:

• Help determine client eligibility for Medicaid-funded, transportation services. Apply contractual, agency, and program eligibility requirements. Accurately documents billing requirements for these services.
• Maintain a positive working relationship with hospital or other facility staff. Work independently to provide superior customer service in-person or via telephone, fax, or electronic communication.
• Communicate respectfully with people regardless of age, race, gender, religion, color, national origin, marital status, the presence of any physical, sensory, or mental disability, sexual orientation, political ideology, gender identity, military status, genetic information, or any other expression of diversity.
• Create member profiles in client database, accurately reflecting client's eligibility, and service needs. 
• Assist clients through the various stages of eligibility screening process, identifying documents or resources needed to confirm eligibility and ensure appropriate service.
• Educate medical facility staff and clients regarding eligibility for services; maintain knowledge of all rules, regulations, laws, and contractual requirements related to various contracts.
• Advise clients of ineligibility for services, accurately documenting decisions and appropriately informing clients of decisions and of their rights.
• Process and schedule ride requests using scheduling software. Perform ride assignments based on using the least cost, most appropriate, available vehicle.
• Maintain phone and electronic contact with subcontracted service providers and records trip information using automated dispatch system. Responds to same day requests and/or service issues that develop on a more urgent basis.
• Coordinate pick-ups and drop-offs for timely, safe, and efficient transportation.
• Coordinate training and problem-solving efforts with the Bellevue Service Delivery team.
• Assist in complaint resolution and in identifying training needs for Hopelink and subcontracted service provider staff.
• Regular attendance and punctuality are essential to our business and to this position.

 

 

Your qualities:

• Strong oral and written communication skills
• Excellent customer service skills
• Computer/technology proficiency: ability to use MS Office 365, MS Outlook, and online systems including timekeeping, and program specific systems; Proficiency in Word, Excel, Microsoft Teams.
• Ability to learn new software with training
• Ability to adapt in a changing environment
• Problem solves by building creative solutions and finding potential in every situation
• Be able to work independently and with a team.
• Must be flexible with shift schedules, and work locations.
• This position is a Service Critical Employee with specific attendance requirements. Because of the critical nature of this role to Hopelink operations, it is important that you are able to:
• Report to the worksite during your scheduled hours, regardless of weather conditions or other emergencies.
• Manage your own transportation needs in adverse weather, including possible limitations to public transportation options.
• Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.
• Preferred but not required: Two years of college in social service or related field; or equivalent combination of education, training, and work experience in a related field, and/or military service.
• Experience working in a social service or medical environment with low income, elderly, disabled, and people of diverse backgrounds preferred
• Previous experience in call center or customer service setting is helpful
• Fluency in Spanish, Russian, Vietnamese, Arabic or Somali a plus
• Understanding of Medicaid, Medicare, and other entitlement programs is helpful but not required.
• Geographical knowledge of maps, routes and or knowledge of dispatching and transportation resources preferred.

 

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