Position Summary:

Under the direct supervision of the Senior PACE Program Director, the Transportation and Call Center Manager is responsible for monitoring overall performance and initiating interventions to address identified outcomes, ensuring participants have a better more efficient way to access all of San Diego PACE transportation and Call Center services.

Essential Functions of the Job: 

• In conjunction with the Call Center and Transportation Supervisors, plans and manages all activities related to the respective department.  
• Develops plans to structure San Diego PACE processes to comply with the company’s current and changing needs.
• Monitors the activities of the different members of the Transportation and Call Center teams.
• Develops policies and procedures for the program, based on the participants changing needs.
• Proactively monitor the department outcomes to identify areas where improvement is needed and develop strategies for improvements.
• Responsible for ensuring the delivery of participant’s services which includes incoming calls, appointment scheduling, companionship and transportation services are provided in the most efficient manner and with excellent customer service. 
• Enforcement of processes accordingly.
• Drives continuous improvement of internal processes.
• Analysis and resolution of problems related to their areas of assignment as well as personnel activities including hiring, training, development and termination of assigned supervisors / staff. 
• Works closely with PACE Quality Director and Quality Manager to ensure the delivery of transportation services is in compliance with PACE guidelines
• Reviews productivity reports of routes and delivery service to ensure that transportation units are being used efficiently.
• Ensures contracted transportation service provider staff meets PACE training, certification and compliance requirements.
• Responsible for securing appropriate number of transportation units to ensure appropriate timely delivery of services
• When applicable, reviews biweekly invoices to ensure proper payment for services rendered.
• Assures all necessary program records are maintained according to policy. 

Additional Duties and Responsibilities:

• Maintains established departmental policies and procedures, objectives quality assurance programs, safely, environmental and infection control standards.
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
• Supervise development, implementation and operations of SYHealth’s Pre-Service Department as it relates to patient access and retention.
• Attends meeting as required and participates on committees as directed.
• Performs other related duties as assigned or requested.

Job Requirements:

Education Required (Minimum level of education):

• Vocational or specialized training preferred. 
• High school diploma or GED Equivalent required.

Certifications/Licenses Required:

• California driver’s license with appropriate automobile insurance.
• Current BLS for Healthcare Provider CPR (American Heart Association) preferred.

Experience Required (Minimum level of experience):

• A minimum of two years’ experience managing patient/customer services. 
• Experience working with seniors in a healthcare or social services setting is preferred.
• Demonstrated ability to manage complex schedules, changing availability of available assets and requests. 
• Ability to work under minimal supervision and mange and meet frequently changing deadlines.

Verbal and Written Skills Required to Perform the Job:

• Must be fluent in spoken and written Spanish and English.
• Excellent organizational and communication skills; good public relations skills.

Technical Knowledge and Skills Required to Perform the Job:

• Transportation delivery system.

Equipment Used(Computers, phones, vehicles, copy machines and fax machines etc.):

• Work computer, telephone, fax, copier and other office equipment.
• Must be able to perform computer proficiency.

Working Conditions and Physical Requirements

(Sitting/Standing/Walking/Lifting/Noisy:

• Physical activities include prolonged periods of sitting while working at a computer. 
• Frequent walking and standing.
• Travel to other San Ysidro Health/SD PACE locations
• May be required to work weekends.

Universal Requirements:

Pre-employment requirements include I-9, completion of a pre-employment PPD or proof of completing a PPD clearance prior to being hired,physical positive background and reference check results, submission of a complete application, completion of SYHealth’s New Hire Orientation.

About Us San Ysidro Health is a Federally Qualified Health Care organization committed to providing high quality, compassionate, accessible and affordable healthcare services for the entire family. The organization was founded by seven women in search of medical services for their families and community. Almost 50 years later, San Ysidro Health now provides innovative care to over 108,000 patients through a vast and integrated network of 47 program sites across the county. San Ysidro Health could not serve our patients without the dedication of our passionate and hardworking employees. Apply today and become a part of our mission-driven team! San Ysidro Health has a long-standing commitment to equal employment opportunity for all applicants for employment.  Employment decisions including, but not limited to, those such as employee selection, performance evaluation, administration of benefits, working conditions, employee programs, transfers, position changes, training, disciplinary action, compensation, and separations are made without regard to race, color, religion (including religious dress and grooming), creed, national origin, nationality, citizenship status, domestic partnership status, ancestry, gender, affectional or sexual orientation, gender identity or expression, marital status, civil union status, family status, age, mental or physical disability (including AIDS or HIV-related status), atypical heredity cellular or blood trait of an individual, genetic information or refusal to submit to a genetic test or make available the results of a genetic test, military status, veteran status, or any other characteristic protected by applicable federal, state, or local laws.