Job Description

Overview:
What you can expect!
Find joy in serving others with IEHP! We welcome you to join us in "healing and inspiring the human spirit" and to pivot from a "job" opportunity to an authentic experience!
The Transportation Services Representative I (TSR) plays a vital role in supporting members' access to care by coordinating both Non-Medical Transportation (NMT) and Non-Emergency Medical Transportation (NEMT) services. Under the direction of the Supervisor, Transportation and Network Management this fast-paced position requires timely and accurate processing of trip requests, eligibility verification, and clear communication with members, providers, and transportation vendors. Representatives must consistently provide superior customer service, comply with all regulatory and organizational requirements, and ensure that members receive safe, reliable, and timely transportation to their medical appointments.
Commitment to Quality: The IEHP Team is committed to incorporate IEHP's Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation. Additional Benefits:
Perks
IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• Telecommute schedule
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account - Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Key Responsibilities: * Trip Reservation and Eligibility Support

• Review, verify, and process reservations for NMT/NEMT services.
• Verify member eligibility, benefits, and documentation per regulations.
• Obtain additional information to determine eligibility or authorization.
• Serve as the first point of contact for members, providers, and vendors.
• Member and Vendor Communication

• Educate members on transportation benefits, rules, and responsibilities.
• Provide accurate trip details and guidance to members and vendors.
• Maintain knowledge of local geography to support trip coordination.
• Demonstrate empathy and active listening to resolve member concerns.
• Authenticate callers and safeguard member information.
• Coordinate interpreter services for non-English-speaking members.
• Grievance Handling and Documentation

• Intake and route grievances in compliance with plan requirements.
• Document all calls accurately and in real time per QA standards.
• Collaborate with supervisors for escalations, authorizations, or modifications.
• Compliance and Privacy

• Adhere to all state, federal, and HIPAA regulations regarding NMT/NEMT.
• Meet established performance metrics, including call quality and accuracy.
• Training and Development

• Participate in ongoing training and coaching.
• Engage in self-development and quality monitoring efforts.
• Process Improvement and Special Projects

• Contribute to department improvement efforts (LEAN, huddles, projects).
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Qualifications:
Education & Requirements

• Minimum of one (1) year call center or high-volume customer service experience required
• Experience with data entry and multi-system navigation required
• Experience in transportation services, healthcare, HMO/Managed Care, or Medicaid/Medicare environments preferred
• High School Diploma or GED required
• Typing speed of at least 35 WPM with accuracy required

This is a non-bilingual: bilingual preferred position. Identified bilingual team members in this role must take a language proficiency assessment and must receive a passing score.
Key Qualifications

• Strong knowledge of call center operations, customer service best practices, and basic referral/authorization processes
• Proficient in Microsoft Office Suite and Windows-based applications
• Excellent oral and written communication skills, with strong grammar, spelling, and active listening
• Ability to multi-task, problem-solve, and manage time effectively in a fast-paced environment
• Bilingual skills (English/Spanish) preferred
• Proven ability to:

• Show a willingness to learn and follow direction in a fast-paced call center environment and maintain understanding of referral processing.
• Possess excellent punctuality and attendance.
• Remain courteous when dealing with difficult or challenging callers is critical to this position.
• Maintain a positive attitude and ability to work in a team setting.
• Have a high level of patience
• Work independently within specified time constraints
• Adapt and perform duties efficiently when unexpected changes arise.
• Show adherence to specific work schedule.
• Work well in a fast-paced environment.
• Possess efficient problem solving, time management, initiative, and focus skills requiring minimum supervision and guidance.
• Feel comfortable with learning and using computer programs.
• Be organized
• Multitask

Start your journey towards a thriving future with IEHP and apply TODAY! Work Model Location:
Telecommute (All IEHP positions approved for telecommute work locations may periodically be required to report to IEHP's main campus for mandatory in-person meetings or for other business needs as determined by IEHP leadership) Pay Range: USD $23.00 - USD $23.00 /Hr.

Skills Required