Case Monitor I

Job Description

Job Description

Case Monitor Diamond Bar, CA

Founded by a Doctor and a First Responder, Call the Car, is currently seeking Case Monitor to

join our team of exceptionally skilled and committed non-medical emergency transportation specialists. Since 2010, Call the Car has been dedicated to improving access to healthcare.

Job Description :

Under the supervision of the Call Center Manager, the Case Monitor will enhance and improve

our members’ transportation experience and decrease potential grievances. Case Monitors will

be assigned a number of cases in order to coordinate trips and follow up with internal

departments within Call the Car to ensure a great transportation experience from the members.

The role’s success is determined by effective communication with members and Call the Car to

increase the member transportation satisfaction.

Job Responsibilities :

• Provides continuous phone support.
• Coordinate, arrange, and monitor transportation needs for all quality monitored (CI
• through CIV) or VIP members.
• Running the daily VIP tracker report to assist the department in monitoring the VIP or
• quality monitored members.
• Take inbound calls for transportation requests for all quality monitored or VIP members.
• Create and update transportation reservations for members classified as quality monitored
• or VIP members.
• Contacting vendors throughout the day to verify whether an unassigned trip can be taken for
• quality monitored or VIP members.
• Assign vendors, facilitate transportation based on member needs efficiently for quality
• monitored or VIP members.
• Responding to any requests from Case Management email inboxes and adding necessary
• information to the daily tracker for case monitored or VIP Members.
• Monitor email inboxes assigned to the Case monitors throughout the day. This includes but
• not limited to replying to all emails, researching requests received via email, communicating
• with vendor or health plan representatives, etc.
• Working on various departmental reports or projects when needed.
• Assist Case Monitoring Lead in the assessment of quality monitoring information for potential
• changes to CTC policies and procedures.
• Develop effective working relations and cooperate with transportation providers throughout
• the member transportation process.
• Act as a liaison between Call the Car departments, Members, transportation providers, and
• facilities throughout members’ transportation process.
• Monitor and document each trip for quality monitored or VIP Members.
• Be compassionate and take appropriate actions to de- escalate and / or address issues
• identified by the members.
• Follow up with members and / or vendors after transportation services and treatments to
• ensure proper transportation was provided and no there were no issues.
• Ensure timely communication of concerns, complaints, incidents, injuries, and / or accidents
• reported by the members to the appropriate Call the Care departments.
• Take the extra mile and interact with members, to track their transportation and to ensure
• satisfaction.
• Coordinates trip status updates between drivers, members, and any other CTC staff.
• May require evening and / or weekend and / or overnight work.
• Handles ambulance calls, reservation & activation for multiple clients.
• Maintains clear communication between Members, Providers, Drivers, Appointment
• Facilities, Dialysis Centers, Dispatchers, and CTC Management.
• Maintains 100% accuracy with all aspects of the position.
• Notifies leadership immediately of all injuries, accidents, perceived / actual HIPAA breaches,
• and / or unusual incidents.
• Weekly-Monthly presentations to management & Director of Call Center.
• Meet with the Key Performance Indicators
• Monthly Quality Monitoring Score
• Occupancy
• Any other duties as assigned by management.
• Also the Job Responsibilities of a Customer Service Representative IV.

Required qualifications :

• Must pass a Criminal Background Screening.
• Must pass government exclusion list at time of hire and monthly thereafter.
• One (1) year of previous experience in Call Center role.
• Experience with various PC & Mac Applications and software programs including but not
• limited to Microsoft Office (Word, Excel, Sharepoint, etc.)
• Availability to work any hours Weekdays, Weekends, Holidays.

Preferred qualifications :

• Health Care Call Center experience preferred.
• Health Care Transportation experience preferred.
• Vehicle routing and / or dispatch experience preferred.

Accommodation :

Call the Car has the right to modify the duties and functions of the job description based on the

needs of the organization

Work Location : Diamond Bar, California

Tuesday - Saturday / Sunday - Thursday

8 : 00AM - 4 : 30PM