Jr. Scheduling Agent

Position Summary:

As a Scheduling Agent, you will be working as a team, covering approved medical transportation for MART’s MassHealth PT1 approved members by placing outbound calls to our contracted vendors. As a scheduler you work closely with your teammates to make sure all transportation requests are covered as required by MART’s contract with Executive office of Health and Human Services, “EOHHS”. 

Essential Functions/Position Responsibilities:

• Uses Computerized Routing & Planning Software, to schedule passenger routes 
  in accordance with service requirements
• Communicates extensively with contracted transportation vendors via phone regarding regular changes, additions, cancellations, service expectations, etc. 
• Understands customer expectations, special needs population, and vendor service requirements 
• Maintains a comprehensive and accurate database of program schedules by area, vendor vehicle 
  configurations and client files related to special needs requirements
• Cross Trains with Call Center to provide lateral service(s) and team support when needed
• Cross Trains in shared ride programs to create shared rides for contract compliance
• Provides follow up calls to clients
• Performs other duties as assigned by Team Lead or department Manager
• Maintains compliance with all company policies and procedures
• Overtime may be required

When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed.  Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.

Qualifications:

• High School Diploma or equivalent
• Reliable means of transportation to get to work
• Must maintain confidentiality of PHI and HIPAA
• Bilingual a plus

Skills:

• Excellent verbal and written communication skills, including sound knowledge of telephone etiquette
• Basic computer proficiency (MS Office – Word, Excel and Outlook):
• Must have critical thinking and problem-solving skills
• Ability to manage difficult client and/or vendor situations
• Ability to treat people with respect under all circumstances
• Ability to adapt to changes, meet the changing demands of the work environment, any delays or other unexpected demands. 
• Punctuality
• Dependability: to follow instructions as well as take responsibility for own actions 
• Ability to work well as part of a team
• Attention to detail 
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude 
• Ability to maintain a high level of confidentiality 

Jr. Scheduling Agent Job Description.pdf