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 website.
Work with corporate to make any changes on .
- 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.
Provider Service Director
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. Continue...
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