Supervisor, Turnbacks Job in Lake St. Louis 63367, Missouri US

Medical Transportation Management, Inc. (MTM), a growing company providing non-emergency medical transportation for the disabled, underserved, and elderly populations is looking for talented and dynamic individuals to join our team.   Our people are our competitive advantage and the reason we are industry leaders.

 

MTM is a company experienced in transportation network development and management that relies on our staff to make the difference. We work personally and directly with transportation providers and medical providers across the nation to deliver the most cost-effective and quality health care access available.

 

MTM offers eligible employees competitive pay, an excellent benefit package including medical, dental, vision, and life insurance, a company sponsored retirement plan, paid time off, and much more.

POSITION SUMMARY:

The Supervisor, Turnbacks is responsible for supervising, coaching, developing and motivating the Turnback Specialists by demonstrating leadership and interpersonal skills, providing guidance that fosters team growth and performance.  The Supervisor, Turnbacks serves as a primary point of contact for day-to-day application of organizational policies and procedures and is responsible for monitoring department programs for cost effectiveness,

as well as acting as the front line representative for the Turnback team in the absence of the Senior Operations Manager.

 

RESPONSIBILITIES:

·         Assist the Senior Operations Manager with leadership duties, coordinating efforts, and providing guidance to staff to ensure employees adhere to departmental and MTM policies and procedures as outlined on the MTM intranet website.

·         Work closely with the Senior Operations Manager and support staff to identify/communicate appropriate coaching plans for each employee based on their questions and performance.

·         Monitor phone activity in the system to ensure proper handling and coverage of phone lines considering the department’s overall workload.

·         Ensure Turnback group fully comprehends how to perform their job duties and responsibilities as well as understands how to use our computer system.

·         Review agent productivity metrics and operator error reports to identify anomalies and trends, proactively address relevant issues, and provides education to staff.

·         Provide employee development, through motivation, constructive feedback, coaching, training/developing, and applying mentorship techniques.

·         Administer monthly/yearly employee performance evaluations as well as periodic reviews against goals and objectives.

·         Review weekly and monthly performance reports to determine strengths, identify opportunities, etc. and makes recommendations to management.

·         Identify best practices and recommend improvements in processes and procedures to the Senior Operations Manager.

·         Assist Customer Service Representatives in handling complex or escalated member/transportation provider issues.

·         Leadership and motivation of staff

·         Ensure departmental policies are followed and staff attends mandatory training sessions.

·         Provide timely performance feedback including performance reviews and initiate and implement appropriate disciplinary actions with direct reports as necessary.

·         Work with Workforce on any attendance issues.

·         Approve/deny PTO and Time Made Up (TMU) requests.

·         Assure the management of team member attendance and scheduling.

·         Attend and represent MTM when unemployment hearings are conducted by the state for former employees.

·         Primary driver in ensuring all team members follow MTM’s documented policies.

·         Maintain a strong knowledge of services/products that MTM offers their clients.

·         Answer questions and recommends corrective services to address complaints.  Research possible

resolutions and/or redirects issues when appropriate.

·         Maintain complete knowledge of system and telecommunications capabilities, associated software applications and Internet access.

 

 

 

OTHER JOB FUNCTIONS:

·         Regular attendance required

·         Other duties as assigned

 

     

KNOWLEDGE, SKILLS, AND ABILITIES:

·         Strong interpersonal, motivational, planning, coordination, communication, organizational, problem solving, decision-making, and conflict resolution skills.  Must be able to address all levels of employees and customers.

·         Ability to motivate and supervise people toward high productivity and excellence in a team environment, delegate workloads, analyze problems and devise solutions.

·         Ability to acquire and maintain knowledge of MTM protocols, Transportation Provider Network system, and personnel policies required.

·         Intermediate computer skills including Microsoft Outlook, Word, and Excel required

·         High degree of accuracy and the ability to work in a fast paced environment.  Ability to multi-task and utilize various software systems.

 

 

EDUCATION:

·         High school diploma or G.E.D required

·         College degree preferred

 

 

EXPERIENCE:

·         Minimum of  three years experience in administrative duties required

·         1-2+ years of previous supervisory experience including but not limited to: coaching, developmental feedback, hiring, terminations, corrective actions, attendance, reviews, etc. are preferred

 

POSITIONS SUPERVISED:

·         Turnback Specialists

 

 

 

 

SALARY LEVEL:                   Salaried

 

 

NO PHONE CALLS, PLEASE

 

IF INTERESTED IN APPLYING FOR THIS POSITION, YOU MUST SUBMIT YOUR RESUME AND COVER LETTER ON-LINE AT: https://home.eease.adp.com/recruit/?id=1338761

 

 

Medical Transportation Management Inc (MTM) is an affirmative action and equal opportunity