Job description

POSITION SUMMARY

Under general directions of the Brokerage Manager, the Brokerage Coordinator (BC) will coordinate transportation services programs managed under the NW Rides (NWR) Brokerage. This service will provide medical and non-medical transportation primarily for older adults, Veterans, people with disabilities and low-income families. The BC will serve as a subject matter expert and functionally supervise Customer Service Representatives (CSRs) and Scheduling Clerks (SCs) on daily operations in a call center environment. The BC is also responsible for assisting the Brokerage Manager in evaluating brokerage processes and procedures. The BC will coordinate with customers, brokerage staff, hospitals/clinics, CCOs and transportation providers to verify accurate information.

The BC is also responsible for assuring Brokerage Management, Coordinated Care Organizations (CCO) and the Oregon Department of Human Services that quality customer service is being provided to all NW Rides Customers by performing the following duties:

DUTIES & RESPONSIBILITIES

- Provide functional supervision over work of CSRs and Schedule Clerks. This includes training, assigning work, and answering questions.

- Serve as subject matter expert regarding brokerage operations, policies, and procedures. Exercise judgment in matching the most appropriate provider with the requested level of service.

- Provide appropriate coaching, direction, and resolution to CSRs and SCs who have questions about daily operations (scheduling providers, decides whether something needs to be pre-authorized, fields questions about eligible service requests).

- Coordinates with after-hours service provider and reviews after-hours service log on a daily basis.

- Performs duties of the Scheduling Clerk position.

- Assist the Brokerage Manager in evaluating brokerage processes and procedures that support Brokerage standards and strategic directives. Suggest methods to improve operations, efficiency, and service to the Brokerage Manager.

- Accept and document complaints from customers, providers, and agency representatives. Provide written summaries of these complaints to the Brokerage Manager.

- Assists Brokerage Manager in implementing recommendations and coordinate with TCTD’s Dial-a-Ride program to ensure customer satisfaction.

- Operate a high volume multi-line phone system. Back-up to SC and CSR as needed.

- Primarily responsible for scheduling and coordinating secure transports.

- Regard client records as confidential information to the extent that confidential treatment is provided under State and Federal law.

- Verify client attendance for continuing service requests.

- Facilitates testing (auditing) rides booked for client attendance and/or customer satisfaction.

- Contribute to a positive working environment by consistently engaging in courteous behaviors and communications.

- Use appropriate judgment in upward communication regarding brokerage concerns.

- Assist Brokerage Manager with special or ongoing projects that are important to area/process improvement.

- Attend staff development training as required. Provide input in developing training agendas.

- Other duties as assigned as it pertains to the department.

REQUIREMENTS

- Strong customer service skills are required to perform this job successfully. An individual must be able to perform each essential duty satisfactorily.

To perform this job successfully, an individual must be able to multi-task under highly stressful conditions.

- Knowledge of NWR service areas of Tillamook, Benton, Clatsop, Columbia, Lane, Lincoln, Linn, Polk, Marion, Multnomah, Washington and Yamhill Counties boundaries.

- Experience with the most recent version of Windows operating systems and other software programs including, but not limited to, Microsoft Office, Ecolane, Google and Google Earth.

- Participate in Ecolane continuing education webinars and training. Share updates with CSRs and SCs.

- Ability to read and interpret documents such as maps, safety rules, operating and maintenance instructions, and procedures manuals.

- Exceptional communication and interpersonal skills as applied to interaction with co-workers, supervisor, other providers, volunteers, and agencies, sufficient to ensure professional, courteous, and empathetic exchanges of information.

Requires ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

- Ability to operate office machinery (i.e. copier, fax and scanner)

PHYSICAL REQUIREMENTS

- Work is performed in a call center environment.

- Frequent sitting, keyboarding and hearing voice conversations is required.

- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; talk; and hear. The employee is frequently required to stand, walk, and reach with hands and arms.

- Occasional bending, squatting, lifting up to 10 pounds, pushing, reaching and walking is required.

- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Job Type: Full-time

Pay: $16.29 - $24.15 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Tillamook, OR 97141: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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