Case Monitor I

Job Description

Job Description:

Under the supervision of the Quality Assurance Supervisor, the Case Monitor will enhance and improve

our members’ transportation experience and decrease potential grievances. Case Monitors will

be assigned a number of cases in order to coordinate trips and follow up with internal

departments within Call the Car to ensure a great transportation experience from the members.

The role’s success is determined by effective communication with members and Call the Car to

increase the member transportation satisfaction.

Job Responsibilities:

Provides continuous phone support.

Coordinate, arrange, and monitor transportation needs for all quality monitored (CI

through CIV) or VIP members.

Running the daily VIP tracker report to assist the department in monitoring the VIP or

quality monitored members.

Take inbound calls for transportation requests for all quality monitored or VIP members.

Create and update transportation reservations for members classified as quality monitored

or VIP members.

Contacting vendors throughout the day to verify whether an unassigned trip can be taken for

quality monitored or VIP members.

Assign vendors, facilitate transportation based on member needs efficiently for quality

monitored or VIP members.

Responding to any requests from Case Management email inboxes and adding necessary

information to the daily tracker for case monitored or VIP Members.

Monitor email inboxes assigned to the Case monitors throughout the day. This includes but

not limited to replying to all emails, researching requests received via email, communicating

with vendor or health plan representatives, etc.

Working on various departmental reports or projects when needed.

Assist Case Monitoring Lead in the assessment of quality monitoring information for potential

changes to CTC policies and procedures.

Develop effective working relations and cooperate with transportation providers throughout

the member transportation process.

Act as a liaison between Call the Car departments, Members, transportation providers, and

facilities throughout members’ transportation process.

Monitor and document each trip for quality monitored or VIP Members.

Be compassionate and take appropriate actions to de- escalate and/or address issues

identified by the members.

Follow up with members and/or vendors after transportation services and treatments to

ensure proper transportation was provided and no there were no issues.

Ensure timely communication of concerns, complaints, incidents, injuries, and/or accidents

reported by the members to the appropriate Call the Care departments.

Take the extra mile and interact with members, to track their transportation and to ensure

satisfaction.

Coordinates trip status updates between drivers, members, and any other CTC staff.

May require evening and/or weekend and/or overnight work.

Handles ambulance calls, reservation & activation for multiple clients.

Maintains clear communication between Members, Providers, Drivers, Appointment

Facilities, Dialysis Centers, Dispatchers, and CTC Management.

Maintains 100% accuracy with all aspects of the position.

Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches,

and/or unusual incidents.

Weekly-Monthly presentations to management & Director of Call Center.

Meet with the Key Performance Indicators

Monthly Quality Monitoring Score

=>95%

Occupancy

=>85%

Any other duties as assigned by management.

Also the Job Responsibilities of a Customer Service Representative IV.

Required qualifications:

Must pass a Criminal Background Screening.

Must pass government exclusion list at time of hire and monthly thereafter.

One (1) year of previous experience in Call Center role.

Experience with various PC & Mac Applications and software programs including but not

limited to Microsoft Office (Word, Excel, Sharepoint, etc.)

Availability to work any hours Weekdays, Weekends, Holidays.

Monday-Friday-8am-430pm

Monday-Friday 9am-530pm

Full-time