Tier 2- Service Consultant

Tier 2- Service Consultant

Job Description

The Tier 2 Service Consultant plays a crucial role in ensuring seamless member transportation experiences by both proactively planning trips and resolving issues that may arise. This position is responsible for monitoring, coordinating, and optimizing non-emergency medical transportation (NEMT) services to maximize efficiency and member satisfaction.

Key responsibilities include assigning and securing trip coverage in advance, minimizing service disruptions, and addressing issues such as failed assignments, late pick-ups, or provider cancellations. The specialist works closely with transportation providers, members, and internal teams to provide fast and effective solutions while leveraging incentive structures and maintaining clear communication with vendors and stakeholders.

Duties and Responsibilities:

• Trip Planning & Assignment: Offer and assign transportation providers for trips in advance, focusing on wheelchair, rural, door-to-door, and gurney services.

• Incentive Management: Implement and communicate incentives to providers for timely trip coverage.

• Proactive Communication: Send emails, texts, and calls to providers with available trips in their area, prioritizing high-need and urgent requests.

• Urgent & Same-Day Coverage: Prioritize urgent trips under 24 hours and coordinate alternate vehicle options with members when necessary.

• Coordination with Vendors: Work with in-network providers and seek manager approval for out-of-network providers or specialized trip requirements.

• Risk Management: Prevent missed trips by managing regions and coverage.

• Member Support: Notify members promptly if trips cannot be covered and provide rescheduling or alternative solutions.

• Collaboration: Work closely with dispatchers, managers, and other departments to ensure seamless trip execution.

• Failure Resolution:

  • Monitor failed trips in real-time and promptly assign recovery actions.

  • Address issues such as no driver availability, last-minute cancellations, or unfulfilled rides.

• Member Support:

  • Communicate directly with members to reassure them of ride updates.

  • Offering white-glove service.

• Provider Coordination:

  • Reassign trips to available vendors or drivers efficiently.

  • Verify and adjust trip details with clinics or members as necessary (e.g., rescheduling).

• Problem Solving:

  • Investigate reasons for failed trips and apply appropriate corrective measures.

  • Utilize tools to estimate availability and coverage options for suburban/rural areas.

• Collaboration:

  • Work with Pre-Plan and Dispatch teams to mitigate last-minute issues.

  • Escalate high-risk trips to managers if unresolved within defined timelines.

• Compliance and Reporting:

  • Adhere to all SLA requirements, including member hold times and recovery deadlines.

  • Document resolution processes and track performance metrics.

  • Keep trip statuses up to date and ensure all rides/tasks are in a terminal state

Requirements

Education: Matric; tertiary qualification advantageous
Skills:

• Fluent English

• MS Office proficiency

• Strong communication, problem-solving, and organizational skills

• Ability to work under pressure and prioritize tasks effectively