Transportation Network Representative

Overview What you can expect!  Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience! The Transportation Network Representative serves as the frontline field role and primary point of contact for transportation providers and facilities. This position is responsible for provider coaching, training, onboarding, and enforcing performance standards to ensure service quality and compliance. Key responsibilities include executing audits and inspections, coordinating facility liaison activities, and managing scheduling and trip-level triage to maintain timely and accurate transportation services. The role also involves conducting member and provider outreach, preparing accounts payable evidence packages, maintaining thorough documentation, and supporting Voice of Member initiatives to enhance the overall experience. Success in this position requires strong organizational skills, attention to detail, and the ability to build effective relationships with providers and facilities to uphold compliance and deliver exceptional member care. Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation. Additional Benefits Perks IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more. Competitive salary State of the art fitness center on-site Medical Insurance with Dental and Vision Life, short-term, and long-term disability options Career advancement opportunities and professional development Wellness programs that promote a healthy work-life balance Flexible Spending Account – Health Care/Childcare CalPERS retirement 457(b) option with a contribution match Paid life insurance for employees Pet care insurance Key Responsibilities Manage Assigned Provider Contacts: Serve as the primary point of contact for assigned transportation providers and facilities. Conduct at least 10 proactive, meaningful engagements per provider/facility annually to strengthen relationships and ensure compliance. Respond and resolve issues within established Service Level Agreements, log all interactions with complete details (provider ID, reason, priority, disposition, artifacts), and escalate safety, compliance, or contractual concerns to the Supervisor. Maintain high-quality documentation for audits, Fraud, Waste, and Abuse investigations, and Accounts Payable processes. Coach, Train, and Onboard Providers: Deliver provider coaching and training sessions, support onboarding activities, and enforce performance standards through structured engagements and action improvement actions. Ensure providers understand compliance requirements and service expectations to maintain quality and reliability. Conduct Field Audits and Inspections: Perform unannounced live trip audits and virtual/in-person vehicle inspections. Validate GPS and timestamp accuracy and provide improvement coaching when safety or compliance issues are observed to ensure member safety and regulatory adherence. Coordinate Facility Liaison Activities and STO Execution: Act as the single point of contact for assigned facilities. Assist with configuring Standing Orders (STOs) and sending PCS forms, train facility staff on booking and authorization processes, and promote portal adoption and compliance to improve operational efficiency. Resolve Trip-Level Issues: Triage and resolve day-of exceptions such as late, missed, or disrupted trips. Ensure on-time pickup and drop-off (OTP/OTD) and escalate safety or time-sensitive concerns per standard operating procedures (SOPs) to maintain service reliability. Execute Member and Provider Outreach: Carry out outreach cadence (e.g., 60/30/15-day reminders) to contact members and clinical providers, obtain or refresh PCS forms and STOs, and capture and file documentation accurately to support continuity of care. Support Accounts Payable and Billing Accuracy: Assemble manifests, GPS logs, authorization records, and communications to resolve invoice discrepancies for Uber/Lyft and transportation providers, ensuring billing integrity and reducing AP rework. Perform any other duties as required to ensure Health Plan operations and department business needs are successful. Qualifications Education & Requirement Three plus (3+) years of experience in a combination of transportation operations, provider relations, and/or healthcare network coordination Experience training and onboarding providers on operational processes and compliance standards Field-based work experience with clear policy communication skills Preferred experience in the following areas: Experience supporting managed care claims, encounters, and billing dispute resolution Background in high-volume, operationally complex environments with multiple vendor relationships Contribution to Voice of Member (VoM) or Customer Experience (CX) initiatives, including accurate tagging, issue categorization, and supporting closed-loop improvements High School Diploma or GED required  Associate’s degree in Healthcare Administration, Business Administration, or a related field from an accredited institution preferred Passenger Assistance, Safety and Sensitivity (PASS) Certification from the Community Transportation Association of America (CTAA) preferred Must have a valid California Driver’s license and valid automobile insurance. Must qualify and maintain driving record to drive company vehicles based on IEHP insurance standards of no more than three (3) points Key Qualifications  Knowledge and understanding in the following areas: NEMTAC standards and competency guidelines Healthcare compliance standards, including CMS, DHCS, DMHC, and Medi-Cal tra