What are the responsibilities and job description for the Trip Assignment Specialist position at TCS LLC?
Position Summary:
This position is responsible for utilizing our proprietary system and network of qualified providers to coordinate, assign and secure NEMT (Non-Emergency Medical Transportation) services to all scheduled members in a professional, timely, and efficient manner while keeping safety and privacy a top priority. This core position of our team is a proficient communicator, solutions-driven, and possesses strong attention to detail to deliver a quality service experience.
Essential Duties and Responsibilities may direct walk-in visitors to appropriate areas.
- Develops and fosters positive relationships with a qualified network of providers through verbal and written communication to align partner and member services.
- Utilizes information resources, tools, and routing applications to assign all trips and standing orders efficiently, timely, and consistently while applying cost-effective measures and required scheduled timelines (immediately assigning trips as scheduled; 3 days in advance minimum. No unassigned trips accessed in system less than 24 hrs.).
- Prioritizes, coordinates, and assigns scheduled trips within a geographical area by analyzing provider criteria, including coverage, availability, time, performance, volume, and capacity.
- Utilizes and exhausts all provided resources to confirm all trips are covered; including but not limited to verifying in area / out of area provider availability, reconnecting with company fleet provider, collaborating with team members, and seeking supervisor approval for negotiated rate options.
- Directs, answers, and/or returns all service calls daily in a professional manner and timely manner.
- Understands and follows company policies, scripting, processes, and procedures, to ensure accurate and successful service outcomes.
- Reviews and applies client and provider agreement guidelines when determining the assignment of trips.
- Accesses all rejected trips daily (each hour) and performs reassignment process timely and consistently.
- Communicates unaccommodated services to members, providing 2 business days’ notice.
- Confirms all trip assignments are scheduled and accepted daily by end of shift, providing status reports to Supervisor for verification and necessary action.
- Communicates with Supervisor daily to resolve and escalated issues.
- Participates and attends all departmental meetings to provide service/provider updates, share knowledge and discuss problem-resolution scenarios.
- Accesses all required system applications, communication, and reporting tools to perform job duties accurately and timely.
- Attends and applies all company training as required for position and compliance; including but not limited to HIPPA, Fraud Waste & Abuse, and Sensitivity training.
- Performs other work-related duties as assigned.
Minimum Qualifications (Education, Experience, Skills)
- High School Diploma or two or more years of experience in the transportation industry with routing, scheduling, and or dispatching preferred.
- Efficient in MS Office, mapping tools, transportation software, and office equipment (i.e. telephone, headset, PC, Fax machine, scanner, printer, and photocopier).
- Effective written and verbal communication skills.
- Strong organizational, planning, and time management skills.
- Ability to recognize and secure confidential information.
