Transportation Supervisor (Org Wide)

Lakeland Care; Fond du Lac (WI); On-site; USD 52,000 - 76,000; Full time

Job summary

Lakeland Care, a Wisconsin-based nonprofit, is seeking a Transportation Coordinator to supervise Transportation Associates and oversee day-to-day workflows. You will monitor productivity, handle escalated issues, and ensure compliance with policies and regulations.

The role emphasizes accuracy, cost-effective transportation management, and fostering a respectful, patient-centered service culture across the transportation program.

Qualifications

• Excellent verbal and strong written communication skills required.
• Associate degree or equivalent combination of education and experience required.
• Minimum of three (3) years personal or confidential staff assistant or other support role experience required.
• Strong organizational skills and ability to prioritize tasks.

Responsibilities

• Supervise Transportation Associates and provide day-to-day coaching and support.
• Monitor team productivity, service levels, and workload distribution to ensure efficient transportation coordination.
• Respond to escalated transportation issues, member concerns, and provider service concerns.
• Ensure adherence to departmental policies, procedures, auditing standards, and regulatory requirements.

Skills

Verbal & Written Communication

Education

Associate degree or equivalent

Tools

Microsoft Office

PowerPoint

Access

Excel

Job description

Description

J

oin our award winning culture as we serve members in your area!

• Monitor team productivity, service levels, and workload distribution to ensure timely coordination of member transportation services.
• Review and respond to escalated transportation issues, member concerns, and provider service concerns requiring supervisory intervention.
• Ensure adherence to departmental policies, procedures, auditing standards, and regulatory requirements.
• Track key performance indicators and implement corrective actions to address service gaps or operational concerns.
• Conduct routine transportation audits and remediate any findings to ensure cost effective transportation and accuracy of service authorizations and appropriate payment of claims.
• Evaluate complex transportation requests and provide guidance on non-routine situations.
• Lead root cause analysis of recurring transportation issues and implement sustainable solutions.
• Partner with operational leaders to streamline workflows and improve service delivery outcomes.
• Contribute to ongoing quality improvement within the transportation coordination process, including customer service, training, auditing and analysis.
• Collaborate with Operations leaders and teams to ensure overall effectiveness and efficiency of the transportation program and processes.
• Promote a culture of accountability, service excellence and member centered support.
• Ensure transportation processes support member-centered outcomes and organizational strategic goals.
• Demonstrate professionalism, sound judgment, and resilience when addressing organizational challenges, member concerns, provider issues, and operational changes.
• Effectively de-escalate complex member, provider, and employee interactions while maintaining empathy, respect, and composure.
• Serve as a resource to staff for escalated transportation, customer service, and workflow concerns.
• Foster an inclusive, collaborative, and respectful work environment that values diverse perspectives and teamwork.
• Provide day-to day- supervision, coaching and support to Transportation Associates through established means of accountability, provide adequate direction, advise of job responsibilities, provide regular strength-based feedback, and support staff in developing their career.
• Support onboarding, training, and competency development of new team members.
• Partner with organizational leaders to resolve cross-functional workflow issues impacting members or staff.
• Serve as a departmental subject matter expert for transportation-related processes and procedures.
• Maintain the confidentiality of client information and protected health information as required by State and Federal regulations, including the Health Insurance Portability and Accountability (HIPAA) Act of 1996.
• Monitor staffing, workflow distribution, and operational performance to support departmental goals.
• Ensure compliance with DHS contract requirements, Family Care regulations, and organizational policies.
• Support implementation of organizational initiatives, policy updates, and workflow changes.

Essential Competencies

• Monitor team productivity, service levels, and workload distribution to ensure timely coordination of member transportation services.
• Review and respond to escalated transportation issues, member concerns, and provider service concerns requiring supervisory intervention.
• Ensure adherence to departmental policies, procedures, auditing standards, and regulatory requirements.
• Track key performance indicators and implement corrective actions to address service gaps or operational concerns.
• Conduct routine transportation audits and remediate any findings to ensure cost effective transportation and accuracy of service authorizations and appropriate payment of claims.
• Evaluate complex transportation requests and provide guidance on non-routine situations.
• Lead root cause analysis of recurring transportation issues and implement sustainable solutions.
• Partner with operational leaders to streamline workflows and improve service delivery outcomes.
• Contribute to ongoing quality improvement within the transportation coordination process, including customer service, training, auditing and analysis.
• Collaborate with Operations leaders and teams to ensure overall effectiveness and efficiency of the transportation program and processes.
• Promote a culture of accountability, service excellence and member centered support.
• Ensure transportation processes support member-centered outcomes and organizational strategic goals.
• Demonstrate professionalism, sound judgment, and resilience when addressing organizational challenges, member concerns, provider issues, and operational changes.
• Effectively de-escalate complex member, provider, and employee interactions while maintaining empathy, respect, and composure.
• Serve as a resource to staff for escalated transportation, customer service, and workflow concerns.
• Foster an inclusive, collaborative, and respectful work environment that values diverse perspectives and teamwork.
• Provide day-to day- supervision, coaching and support to Transportation Associates through established means of accountability, provide adequate direction, advise of job responsibilities, provide regular strength-based feedback, and support staff in developing their career.
• Support onboarding, training, and competency development of new team members.
• Partner with organizational leaders to resolve cross-functional workflow issues impacting members or staff.
• Serve as a departmental subject matter expert for transportation-related processes and procedures.
• Maintain the confidentiality of client information and protected health information as required by State and Federal regulations, including the Health Insurance Portability and Accountability (HIPAA) Act of 1996.
• Monitor staffing, workflow distribution, and operational performance to support departmental goals.
• Ensure compliance with DHS contract requirements, Family Care regulations, and organizational policies.
• Support implementation of organizational initiatives, policy updates, and workflow changes.

Requirements

• Associate Degree in Human Services, Administrative Professional, Office Assistant, other related field, or equivalent combination of education and experience (includes knowledge, skills, and abilities).
• Minimum of three (3) years personal or confidential staff assistant or other support role experience required.
• One (1) year of supervisory experience is preferred.
• Thorough knowledge of administrative support practices and procedures, modern office equipment and business English required.
• Proficient in the use of Microsoft Office, Power Point, Access, and Excel.
• Ability to work independently, and with confidential and sensitive information. Ability to take transcription and compose correspondence.
• Strong organizational skills and ability to prioritize tasks.
• Excellent verbal and strong written communication skills are required.
• Current driver’s license, acceptable driving record and proof of adequate insurance required.
• Knowledge of Medicare, Medicaid, Family Care preferred.

Lakeland Care is a Wisconsin-based non-profit organization that focuses on creating a world we all want to live in. With long-standing roots as a managed care organization (MCO), we provide long-term care services to eligible elders and individuals with physical and intellectual or developmental disabilities. Currently we serve members in 22 counties and have 11 offices throughout the Central to North East region of Wisconsin.

Empowering individuals. Strengthening communities. Inspiring futures.

To create a world we all want to live in.

Kindness – We believe kindness is always possible and that no compassionate act is ever wasted.

Inclusion – We believe that open hearts and open minds are the only path to a brighter future.

Trust – We believe that honesty is still in style and that promises still have power.

We are an equal employment opportunity employer functioning under an AffTheftive Action Plan. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. We are an organization that participates in E-Verify.