Director, Transportation Services (Hybrid Work Schedule)

Date: Jul 18, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7685 


Position Summary/Position


Under the direction of the Senior Director of Member Services, the Director of Transportation Services is responsible for the oversight and direction of the Transportation Services Department and personnel, ensuring a superior level of service. Developing a successful, cohesive department, including hiring staff, staff evaluations, training, coaching and team motivation, and facilitating necessary change to improve the Member’s experience with IEHP’s transportation benefit. The position is responsible for the effective leadership of Transportation services, including program quality standards, performance improvement, and Team Member performance and productivity. The Director will be responsible for the overall planning, organizing, advising, and deployment of Member Transportation activities. The Director will manage internal, cross-functional relationships and oversee significant vendor relationships to ensure on-time performance of trips. Directs, develops, and implements overall transportation network operations, including safety, analyzing data, coordinating programs, and regulatory compliance. Oversees periodic reviews with all transportation providers. 

Major Functions (Duties and Responsibilities)


1. Ensure that IEHP Members’ questions, concerns, complaints, are addressed timely and we exceed their expectations.
2. Manage and monitor operational performance of the Transportation Call Center and Verifications function; work- flow and scheduling of staff, training and process improvement
3. Manage external partners (Transportation vendors and brokers) strategically with a focus on innovation and continuous improvement, as well as operationally ensuring the partners’ adherence to contractual obligations, regulatory governance through SLAs, operational escalation procedures, and day-to-day operational engagement including tracking requirements 
4. Provide summary reports for management that outline Transportation Services performance and outcomes. 
5. Oversee development and implementation of Transportation call center quality assurance programs to ensure Coordinators and Team Leads are providing high quality service and documenting call activity accurately. Work with other departments to induce change to continually improve performance and exceed member expectations.
6. Develop and maintain written policies and procedures and training manuals for the Transportation Services functions.
7. Work in conjunction with the Grievance and Appeals Leader to ensure and monitor the flow of Member grievances/appeals to the Grievance unit. 
8. Represent Transportation Services at IEHP Team meetings involving new program implementation and on-going operational activities – Be the voice of the Member to the company, as it relates to Transportation.
9. Guide execution against plans. Assist in developing and implementing a strategy for achieving targets. Communicate transportation strategy, tactical priorities, and performance expectations across the Transportation department and work collaboratively with leadership to ensure strategies are productively aligned. 
10. Maintain departmental compliance with regulatory provisions.
11. Demonstrate commitment to Team Member engagement by participating in projects/tasks/activities that promote Team Member excitement and enthusiasm for their roles, commitment to the organization, and increased effort in their work.
12. Demonstrate a commitment to LEAN by leading and implementing a process improvement project in the business unit(s).
13. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).
14. Ensure Team Members participate in the annual Employee Engagement Survey.  Additionally, Director will ensure:
    - Understanding of overall and department/unit specific Employee Engagement Survey results
    - Ability to use the tool kit resources provided
    - Ability to facilitate dialogue during feedback sessions
    - Clear understanding of expectations

Major Functions (Duties and Responsibilities) Cont

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications


Five (5) or more years of supervisory experience in a transportation services industry environment.  Three (3) years direct experience in a Health Care or call center operations with supervisory experience in Member, customer service, or call center operations environment. History of successful responsibilities and success. Project management and team building experience essential. Prior experience with employee productivity measurement, experience developing/delivering training to staff level employees. 

Preferred Experience


Prior call center experience including ACD system technology, Siemens/Rolm telephone switch experience preferred.    

Education Qualifications


Bachelor degree in Business Administration or Healthcare Administration from an accredited institution required.

Preferred Education

Professional Certification

Professional Licenses

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement


Knowledge of inpatient and outpatient UM experience would be beneficial, along with knowledge of state and federal requirements and regulations of CMS, DHCS, DMHC, and NCQA. Strong knowledge of Medi-Cal/Medicare managed health care preferred. Knowledge of service delivery in a call center environment. Knowledge of Managed Care Operational systems and procedures. Understanding of and sensitivity to a multi-cultural environment and community.

Skills Requirement


Excellent oral and written communication skills with strong analytical and problem-solving skills.  Ability to develop, analyze, apply applicable organizational policies and programs effectively.  Strong interpersonal skills to effectuate change and improvements. Word processing and spreadsheet capabilities, organizational ability, data input.

Abilities Requirement


Telephone courtesy. High degree of patience.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


May include evening or weekend hours if needed to support regulatory compliance or service standards.

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Hearing: One-on-One - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Use of computer mouse - FREQUENTLY
Hearing: Over the Telephone/Cell Phone - FREQUENTLY
Hearing: Conference Speakers/Video Calls/Radio Calls - FREQUENTLY
Perform complex and varied tasks - FREQUENTLY
Develop and maintain positive work relationships - FREQUENTLY
Adaptability: rate of change in work tasks - FREQUENTLY
Decision-making - FREQUENTLY
Lead/Influence Others - FREQUENTLY
Work review - FREQUENTLY
Rapid Pace of work - FREQUENTLY
Control of work pace - FREQUENTLY
Problem Solving - FREQUENTLY


Starting Salary: $153,670.40  - $195,936.00  

Pay rate will commensurate with experience


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles