Special Services Supervisor

800x600 Normal 0 false false false EN-US X-NONE X-NONE Microsoft. Internet. Explorer4 SUMMARY: The Special Services Supervisor is responsible for overseeing the daily operations of the Special Services Department, coordinating department activities, supervising staff, and managing complex transportation requests to support the delivery of quality non-emergency medical transportation (NEMT) services.

This position requires a strong background in case management, customer service, and transportation coordination, with the ability to assess beneficiary needs, resolve complex service concerns, and determine appropriate transportation resources in accordance with company policies, Medicaid guidelines, and contractual requirements.

The Special Services Supervisor provides operational oversight of transportation authorizations, level-of-care requests, and specialized transportation services for beneficiaries with unique medical, physical, or developmental needs. This role works closely with internal departments, healthcare facilities, transportation providers, and external stakeholders to support timely service delivery and appropriate care coordination.

Additionally, the Special Services Supervisor is responsible for staff development, performance management, quality assurance, process improvement, and meeting departmental productivity and service goals.

ESSENTIAL FUNCTIONS

Coordinate daily department activities, special projects, and operational assignments to meet established productivity, quality, and service goals. Supervise department staff in accordance with company policies, procedures, and performance expectations. Monitor departmental workflows and evaluate existing processes to identify opportunities for improvement.

Recommend and implement operational changes to improve efficiency, accuracy, and service delivery. Provide guidance and support to employees handling complex transportation requests, case management concerns, and out-of-policy situations. Establish employee performance goals and conduct regular performance evaluations.

Provide ongoing coaching, training, and career development opportunities to department staff. Participate in the recruitment, interviewing, hiring, and onboarding of new employees. Manage employee scheduling, including work assignments, shift rotations, breaks, vacations, training, overtime, and coverage for employee absences.

Schedule and conduct departmental meetings to communicate operational updates, expectations, and performance goals. Direct staff in the preparation, analysis, and completion of departmental reports. Complete required human resources documentation and maintain accurate employee records. Collaborate with other supervisors, managers, and departments to address operational concerns and improve service delivery.

Case Management and Special Services Coordination Oversee the management and coordination of specialized transportation requests for beneficiaries requiring additional assistance or accommodations. Review and assess complex transportation cases to determine appropriate services based on beneficiary needs, eligibility, and established program guidelines.

Oversee the verification of beneficiary eligibility, demographic information, coverage requirements, and transportation service authorizations. Coordinate with healthcare facilities, case managers, discharge planners, and other stakeholders to arrange appropriate transportation services. Review transportation requests for completeness, accuracy, and compliance with established policies and procedures.

Assist staff with determining appropriate transportation resources based on documented beneficiary needs and approved service requirements. Oversee standing transportation authorization requests and periodic reassessments to determine continued service eligibility. Manage and escalate complex cases requiring additional administrative, contractual, or clinical review.

Coordinate specialized transportation services for beneficiaries with intellectual and developmental disabilities (IDD), mobility limitations, and other special transportation needs. Support the Level of Need (LON) determination process by reviewing documentation, coordinating with appropriate stakeholders, and referring requests requiring clinical judgment to qualified personnel.

Work with internal departments and external agencies to resolve transportation barriers and improve beneficiary access to services. Assist with urgent and time-sensitive transportation requests, including interfacility transfers and specialized service needs. Monitor case management activities to promote timely follow-up, appropriate documentation, and resolution of outstanding concerns.

Identify recurring case management issues and recommend solutions to improve departmental processes and beneficiary outcomes. Transportation Authorization and Service Oversight Oversee the intake, review, processing, and coordination of transportation authorization requests. Monitor the timely completion of urgent and non-urgent transportation requests within established contractual timeframes.

Verify that transportation requests meet eligibility, documentation, and program requirements before approval or escalation. Coordinate with appropriate clinical personnel when requests require medical necessity determinations or clinical review. Review transportation arrangements to confirm appropriate provider assignments, vehicle types, scheduling, and special accommodations.

Oversee the documentation of beneficiary information, trip details, transportation authorizations, and service coordination activities. Assist with resolving complex transportation concerns involving facilities, providers, beneficiaries, and internal departments. Monitor requests involving services outside standard coverage guidelines and coordinate appropriate escalation for further review.

Support the development and implementation of transportation authorization procedures, intake tools, and departmental workflows. Coordinate with designated personnel regarding service denials, authorization outcomes, and applicable appeal procedures. Maintain awareness of Medicaid transportation guidelines and contractual requirements affecting specialized transportation services.

Quality Assurance and Compliance Conduct quality assurance calls with healthcare facilities to evaluate service levels, identify concerns, and determine necessary improvements. Attend facility meetings as needed to address service concerns, transportation needs, and operational expectations. Monitor department performance to maintain compliance with company policies, Medicaid guidelines, and contractual requirements.

Review case documentation, transportation authorizations, and service records for accuracy and completeness. Identify service deficiencies and implement corrective actions to improve quality and operational performance. Monitor employee adherence to established procedures and provide coaching when performance improvements are needed.

Assist with the development and implementation of quality assurance initiatives and process improvement strategies. Support internal and external audits by maintaining accurate records and providing requested documentation. Work with appropriate departments to address compliance concerns and reduce operational risks. Monitor beneficiary complaints, facility concerns, and recurring service issues to identify trends and recommend corrective action.

Training and Staff Development Develop and coordinate training initiatives for Special Services staff to improve operational knowledge, case management practices, and service quality. Provide guidance regarding Medicaid transportation requirements, beneficiary eligibility, specialized transportation needs, and departmental procedures.

Evaluate individual and departmental training needs and implement strategies to address identified gaps. Support training initiatives involving transportation providers and other operational departments as needed. Monitor employee performance and provide ongoing feedback to improve productivity, accuracy, and customer service.

Promote effective communication, teamwork, accountability, and professional development within the department. Communication and Collaboration Serve as a primary point of contact for escalated Special Services concerns involving beneficiaries, healthcare facilities, and transportation providers. Maintain effective working relationships with internal departments, external agencies, healthcare facilities, and other stakeholders.

Communicate departmental updates, operational concerns, and service trends to management. Participate in meetings, committees, and special projects as a department representative. Collaborate with clinical, operational, and administrative teams to address complex transportation cases and service concerns. Provide management with recommendations for improving department performance, service coordination, and beneficiary satisfaction.

Perform other duties as assigned.

QUALIFICATIONS

REQUIRED Minimum of two (2) years of case management experience, preferably in healthcare, Medicaid, managed care, discharge planning, or non-emergency medical transportation. Minimum of two (2) years of customer service experience in a call center or healthcare service environment. Previous supervisory or team leadership experience preferred.

Working knowledge of case management principles, including case assessment, service coordination, documentation, follow-up, and resolution. Knowledge of Medicaid programs, healthcare systems, and transportation eligibility guidelines. Experience coordinating services for individuals with complex medical, mobility, or developmental needs.

Ability to review and interpret transportation requests, service documentation, and eligibility information. Strong leadership skills with the ability to supervise, coach, motivate, and develop employees. Excellent written and verbal communication skills. Strong interpersonal skills with the ability to communicate effectively with beneficiaries, healthcare facilities, providers, employees, and management.

Demonstrated ability to assess individual and departmental needs and implement effective strategies to address those needs. Strong analytical, critical thinking, and problem-solving skills. Ability to manage multiple priorities and resolve complex operational concerns in a fast-paced environment. Strong organizational skills, including time management, documentation, and attention to detail.

Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and Teams. Knowledge of call center systems, case management software, and electronic documentation platforms. Ability to maintain confidentiality and handle sensitive beneficiary information in accordance with HIPAA and company policies. Ability to work independently, demonstrate initiative, and make sound operational decisions within established guidelines.

Strong commitment to accountability, professionalism, customer service, and quality improvement. Ability to work effectively under pressure while meeting established deadlines and departmental expectations. MINIMUM REQUIRED EDUCATION High school diploma or equivalent required. Associate’s or Bachelor’s degree in Healthcare Administration, Business Administration, Human Services, Social Work, or a related field preferred.

Additional education or professional training in case management, healthcare coordination, or Medicaid services preferred.

PREFERRED QUALIFICATIONS

Three (3) or more years of experience in case management, healthcare coordination, or specialized transportation services. Previous experience supervising employees in a healthcare, call center, or transportation operations environment. Experience working with Medicaid beneficiaries and individuals with intellectual or developmental disabilities.

Knowledge of non-emergency medical transportation (NEMT) operations and specialized transportation requirements. Experience with prior authorization processes, Level of Need (LON) assessments, and transportation eligibility determinations. Experience working with healthcare facilities, discharge planners, social workers, and case management teams.

Familiarity with Medicaid managed care organizations, state-funded healthcare programs, and contractual compliance requirements. Case Management Certification or related professional certification preferred. ADDITIONAL EXPECTATIONS The Special Services Supervisor must demonstrate the ability to balance employee supervision with operational responsibilities while maintaining a high level of service quality and professionalism.

This position requires sound judgment, strong decision-making skills, and the ability to resolve complex transportation and case management concerns while maintaining compliance with company policies and contractual obligations. The Special Services Supervisor is expected to support department leadership, promote employee accountability, and contribute to the continued improvement of Special Services operations.

Note: Clinical assessments, medical necessity determinations, and other decisions requiring a licensed healthcare professional must be referred to appropriately credentialed personnel. The Special Services Supervisor is responsible for coordinating and overseeing the administrative and operational aspects of these processes.