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Job TitleRegional Manager
The Regional Manager is responsible for daily management of the provider network within specific geographic area. Areas of responsibility include recruitment and daily management of provider network; complaint investigation and resolution; and outreach and education related to access and utilization of services. The Regional Manager will regularly interact with transportation providers, medical facility staff and members.
Ensures that regional office exhibits outstanding problem solving skills as well as excellent verbal, written and interpersonal communication skills when communicating with recipients and their families, health care facilities, transportation providers and internal customer
Demonstrates thorough understanding of LCAD software and ensures that the regional office:
Is staffed appropriately to receive complaint calls/faxes
Records and correctly codes the complaints it receives
Establishes, maintains and strengthens regional office processes to investigate, validate, resolve, respond to, follow-through on and prevent re-occurrence of complaint(s)
Ensures that the assigned (or an alternate) provider quickly picks up a recipient after receiving the recipient's "Where's My Ride?"
Tracks "Where's My Ride" call trends by provider and takes appropriate actions if needed
Recommends liquidated damages, if necessary
Provider Network Functions:
Assumes primary responsibility for network development, support, improvement and contract enforcement
Communicates with providers often, visits them regularly and/or observes their fleets in action in order to ensure that providers know contract requirements, adhere to contract and knowledge is gained regarding emerging problems affecting providers
Assists the Director of Operations in managing the distribution of work within the region
Manages provider network to ensure that performance criteria are met
Recruits and negotiates with provider network to meet budgeted costs
Investigates provider payment and billing issues
Manages provider files to make sure they meet all credential requirements and specifications
Regularly meets with transportation providers
Addresses issues and concerns raised by transportation providers
Performs vehicle inspections to ensure vehicle compliance with all ADA and other Federal, State and Local regulatory standards
Focuses investigations on appropriate assignment of level of service by LCI and/or facility, and potential fraud and abuse based on available billing and trip data
Submits budgets as directed and maintains day-to-day control of regional-based operational expenditures
Recommends reassignment of trips to comparable quality but less costly providers
Performs other duties as assigned by Director of Operations
Develops on going relationship with facilities
Manages problem resolution and quality including complaint reports
Provides in-services to facilities, medical groups and members regarding our services and processes to promote positive relationships
Completes necessary reports related to assigned duties
Regularly meets with stakeholders to ensure we meet their expectations
Trains drivers using LCI-prescribed training curriculum
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Decision Making - Ability to make critical decisions while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Management Skills - Ability to organize and direct oneself and effectively supervise others
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
RelationshipBuilding - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
BA/BS Degree preferred
One to three years experience with transportation providers and/or medical transportation and contract enforcement highly desirable. Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting strongly preferred.
SKILLS & ABILITIES
Proficient in Microsoft Word, Excel, and Outlook.
Two to three years experience supervisory experience preferred. Transportation, routing, or, dispatching experience and/or knowledge of transit system a plus. Knowledge of Medicaid guidelines a plus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Approximately 50% of work time is conducted in an office environment in a controlled atmosphere building and approximately 50% will involve travel.
The noise level in the work environment is usually moderate.
This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform other related duties as may be required by their supervisor.