Provider Service Director

at Transdev in Glen Ellyn, Illinois, United States

Job Description

The Provider Service Director shall be a full-time position that directs customer service activities to NET Providers within the database in alignment with organizational procedures and standards. Analyze the causes of provider inquiries and issues to identify areas for service improvement. Oversees and reviews provider inquiry volumes and ensure a timely response. Resource to the customer and staff when the General Manager is out of the office.

Major Responsibilities

+ Assist the management with the oversight of the NETSPAP contract, including responsibility for ensuring all policy and procedures and reporting requirements are met.

+ Work with the municipalities and medical staff across the state to order, track and distribute paratransit tickets.

+ Handle Provider relations, training, and support.

+ Lyft and Uber trips-provide receipts for the fiduciary account.

+ Produce vendor reports for the client (weekly, monthly, and ad hoc) as outlined in the contract.

+ Participant Surveys, review the calls that have low scores and retrain.

+ Mail out the Provider Surveys.

+ Oversee all operational functions and related performance. Ensure a positive customer experience by providing oversight for timely and high-quality delivery of contractual deliverables and requirements. Remain HIPAA compliant.

+ Continue to update the provider list by providing outreach to NET Providers.

+ This means continuous outreach and support to the providers.

+ Maintain the PassPORT portal enrollment and user management/training. Oversee the editing and maintenance of NETSPAP.com website. Work with corporate to make any changes on NETSPAP.com.

+ Generate a welcome letter and training to all new PassPORT unique users.

+ Backup support to the Fiduciary Account, Concur

+ Daily printing and mailing of letters

+ Assist with preparation of annual report.

+ Be available to the Department during business hours. Be available for urgent matters that may require reporting to the office or over the phone. Handle other duties and special projects to support business needs.

+ Make executive decisions when the General Manager is away from the office

Experience and Skills

+ Minimum seven (7) years of NEMT experience with increasing responsibilities.

+ Preferred Supervisor Experience

+ Must have knowledge of call center operations.

+ Must have excellent oral and written communication skills, data management and report writing and analysis skills in Microsoft Products, problem solving skills and conflict management ability.

Physical Requirements & Working Conditions

+ Must be able to move about the office and between floors; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

California applicants: Please Click Here for CA Employee Privacy Policy.

Job Category: General Managers / Asst General Managers / Ops Managers

Job Type: Full Time

Req ID: 2645

Pay Group: UC6

Cost Center: 52938

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.