ATC Lead

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Miami, FL


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: leadership,call center,transportation,maintain,reporting,transportation,communication,support,degree,experience,solutions,proficiency,professional


Overview: The Lead will report to a supervisor or regional manager. Qualified candidates will have 2 years heavy phone volume customer service experience to include 1 years supervisory experience; in-bound call center experience preferred. 1-2 years transportation experience a plus.
Responsibilities: <ul> <li>Oversee functions of Assistant Transportation Coordinators to include the following: Monitor and verbally confirm transportation for all same day urgents, same day reroutes (using LCAD dispatch functions), NVA (no vehicle available) and paper rerouted (in time and out of time trips), in the most timely, efficient, courteous and economical manner. (a) Utilizing necessary resources to assign the trip to transportation provider based on the provider geographical region and capacity. (b) Working together with customer service to ensure that recipients are picked up on time by the driver that has met credential requirements, taken to their appointment in a vehicle that has also met credential requirements and picked up from their appointment when they are finished under these same conditions. (c) Copy/Canceling reservations when rerouting a call (assigning another provider) and changing the priority to the correct status. (d) Printing NVA report to ensure these trips are assigned to a transportation provider. (e) Communicating with recipient, doctor's office, and transportation provider to reschedule medical appointment when there is no transportation available (f) Making necessary cancellation notes. (g) Canceling trips out of Emtrak using correct cancellation reason.</li> <li>Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel.</li> <li>Comply with Logisticare rules and procedures.</li> <li>Complete weekly call monitoring of ATCs and report to Regional Manager and Call Center Training any training issues.</li> <li>Assist Regional Manager in performing 90 day and annual evaluations of ATCs.</li> <li>Primary contact for Transportation providers and facilities in the absence of Regional Manager.</li> <li>Coordinate work schedules, vacation and leave requests of ATCs.</li> <li>Maintain daily and/or weekly report to Regional Manager of all staff, provider and facility issues.</li> <li>Monitor call stats, ATC aux work and call waiting times and maintain</li> <li>accurate call stat reporting to Regional Manager weekly.</li> <li>Perform other duties as assigned.</li> </ul>
Requirements: <ul> <li>Qualified candidates will have demonstrated experience leading and supervising staff, demonstrated initiative, ability to follow instructions and complete assignments in a timely manner.</li> <li>Must be able to work independently and as a member of a team.</li> <li>Proven experience dealing with crisis and ability to create processes that best benefit the entire team.</li> <li>Requires a high-school degree or GED. 2 or 4 year degree preferred.</li> <li>Must have superior customer service and phone skills, problem solving, time management, and organizational skills.</li> <li>Must possess computer proficiency with MS Office suite (Word, Outlook, Excel).</li> </ul>