Overview
Schedule: Mon-Fri 9 AM - 5 PM
Location: 415 Zarfoss Drive, York, PA 17404
Pay: $18.15
Paid Weekly
Full Benefits Package (Health, Dental, Vision, Simplified Employee Pension, Paid Holidays, Paid time off, Company provided life and )
Job Summary
The position is critical in assisting the Susquehanna Regional Transportation Authority in meeting our mission of mobility. The impact of public transportation runs much deeper than a trip from point A to point B. We are the means for which people have access to experiences that alter their lives in meaningful ways. Our culture of innovation and stewardship champions that mission. This position is responsible for fostering a mobility-planning atmosphere that finds solutions for clients to overcome barriers to transportation and contributes to SRTA's revenue stream by processing records and reports relating to system operations such as determination letters. The representative must also ensure that customers are aware of varied accessible transportation options, analyze the customer's transportation needs, utilize the most appropriate and cost-effective form of transportation services, and minimize the use of Paratransit. This position is responsible for developing and compiling statistical reports, data entry, and working within deadlines. The representative is responsible for providing staff support in coaching and education for the specialized customer needs. Assists in conducting outreach events within the community and other divisions, delivering presentations to groups, facilitating and attending small group meetings or information sessions for community advocacy, and completing special projects relating to mobility and mobility planning as assigned by the direct supervisor.
Key/Reporting Relationship
This position reports to the Customer Service Supervisor. This position receives general supervision and works within established guidelines.
Essential Duties and Responsibilities
* Foster and promote a positive mobility-planning atmosphere for special needs clients; establish and maintain customer and community relationships.
* Ensure compliance with the Medical Assistance Transportation Program (MATP) instructions and regulations and other designated agencies.
* Maintain mobility processes by completing customer re-verifications, sending determination letters, and processing and documenting other monthly/periodic reports; collaborate with accounting to edit accounts to ensure correct revenue stream.
* Serve as a primary contact for complex questions and concerns of special needs clients; provide knowledgeable and resourceful solutions for mobility planning considering transportation needs and eligibility for various programs.
* Assist in conducting outreach events within the community and other divisions, delivering presentations, facilitating meetings, and completing special projects relating to mobility and mobility planning as assigned.
* Support staff by taking and confirming telephone reservations, scheduling Paratransit for single or standing orders, and reviewing/correcting standing order and run schedules for maximum efficiency.
* Achieve positive customer experience by looking for solutions for clients to overcome barriers to transportation.
* Achieve the organization’s financial goals by understanding programs for special needs clients and ensuring reimbursement criteria are met.
* Complete record keeping and documentation by documenting procedures and decisions, maintaining required documentation, and imputing/maintaining computer applications and forms; assist Mobility Supervisor in preparing statistical reports.
Essential knowledge, skills, abilities and experience
* HS degree or equivalent is required plus two years of experience in customer service or a human service field.
* Ability to understand public transit systems operations and service area.
* Curious mindset; ability to learn by asking questions and listening to others.
* Experience in using personal computers and applications, with proficiency in Excel and data entry.
* Good working knowledge of English, grammar, punctuation, spelling, and report development.
* Ability to listen actively, persuade others, and make presentations.
* Strong analytical, problem-solving, and adaptability skills.
* Detail-oriented, organized, accurate, and able to prioritize work tasks; maintain confidentiality.
* Ability to maintain compliance with HIPAA and interact with diverse clients respectfully.
* Ability to travel for organizational needs and work nonstandard hours, overtime, and weekends as required.
Certificates and Licenses
Must possess a valid motor vehicle operator's license that is not under suspension or revocation.
The Authority is an equal employment opportunity employer.
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