Eligibility Manager

MV Transportation; Portland (OR); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Equal employment opportunity

Job summary

MV Transportation seeks an Eligibility Manager to evaluate and process ADA paratransit applications and provide travel planning services. The role includes assessments, coordinating with the contractor, and maintaining eligibility data, with a focus on strong customer service and adherence to FTA guidelines.

Responsibilities include stakeholder communication, event representation, and reporting on assessments, recertifications, and system metrics.

Qualifications

• Must have 1–3 years ADA Paratransit eligibility experience.
• Strong customer service, written and verbal skills.
• Knowledge of contractual obligations is required.
• Experience managing in a fast-paced environment.

Responsibilities

• Perform ADA paratransit eligibility assessments and maintain eligibility database.
• Provide travel planning information including fares and service areas.
• Coordinate with ADA paratransit contractor to identify and resolve issues.
• Communicate with customers to ensure service demands are met and documented.

Skills

Customer service

Independent work

Contractual obligations

Fast-paced environment

Job description

Overview

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Responsibilities

MV Transportation is seeking an Eligibility Manager with excellent customer service skills to evaluate, enhance and process applications for ADA paratransit service and travel planning services.

Job Responsibilities:

• Perform virtual and in-person ADA paratransit assessments (as needed) to determine eligibility according to FTA guidelines and maintain database of eligible passengers.
• Provide travel planning services information including fares, service areas and system use to all interested parties.
• Provide travel counseling, information and referral resources using the Travel Navigatior Program.
• Coordination with the existing ADA paratransit contractor by proactively collaborating to help identify and resolve any ongoing issues.
• Communicate on a regular basis to ensure customer service efforts meet the demands of the contract and the client.
• Establish relationships with key consumer agencies to facilitate direct communication and feedback as well as a proactive customer focus.
• Respond to individual customer/passenger concerns in a manner that includes investigation and follow-up to passenger eligibility.
• Provide required reports; e.g. assessments completed, assessments pending and phone system operational metrics.
• Update Regional Eligibility Database with results from new assessments and recertifications.
• Track ADA eligible persons for status of assessment, date for recertification and date of completion, to develop level of effort work plan.
• Implement eligibility re-certification in line with AB 1250.
• Provide findings and resolution information that pertains to field work.
• Attend various public events as a representative of the program to provide information and feedback.
• Implementation of an electronic fare media incentive program.

Qualifications

Talent Requirements:

• Must have one (1) to three (3) years of project ADA Paratransit eligibility experience in a similar sized paratransit environment.
• Must be able to work independently and have strong customer service, written and verbal skills.
• Knowledge of the contractual obligations is a must to perform this job correctly.
• Experience managing fast paced environment.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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