Lead Certification Analyst
Transdev Inc.
- San Francisco, CA
- $24.00-29.00 per hour
- Permanent
- Full-time
- Takes action to ensure the department’s timely processing of customer applications to re‑certify for ADA paratransit services. Monitors re-certification deadlines as they are approaching. Directly processes applications and/or assigns applications to other analysts as needed, to ensure that applications to re-certify are completed in advance of the applicant’s expiration date.
- Provides team of analysts with guidance related to eligibility assessments, preparation for appeals hearings and other requests for consultation related to business that comes before the department.
- Provides training and retraining of Certification Analysts as directed by the Eligibility Manager. The Lead’s training responsibilities generally include but are not limited to: Familiarizing new analysts with their daily tasks, conducting 2nd level assessments (i.e. in-person or phone interviews; medical professional verifications), making eligibility determinations, explaining the analyst’s role in eligibility denial appeal hearings, fielding customer phone calls, and handling difficult customer issues. The Lead reviews and signs off on the trainee’s work and advises the Eligibility Manager on the trainee’s progress.
- Reviews and processes customer taxi allotment increase requests.
- Assumes lead oversight responsibilities in the absence of the Eligibility Manager. This can include but is not limited to: Reviewing denied applications for ADA paratransit services.
- Participates in appeals hearings related to a denial of eligibility.
- Consults with the Eligibility Manager as to any administrative reviews of appeals to determine if the appeal can be resolved before going to a hearing.
- May assist in the duties of other Eligibility Department staff as assigned by the Eligibility Manager, such as: Data entry from customer applications into the designated computer database, answering eligibility or intake-related telephone calls or voicemails, filing applications or related materials, processing intercounty eligibility inquiries, sending out application materials and preparing other mailings that may be required.
- Make public presentations on ADA Paratransit eligibility and explain its applicability to public transit systems.
- Trains appeals panel members to conduct ADA paratransit eligibility appeals hearings and provides refresher training as needed.
- Responds to urgent eligibility-related customer issues when escalation to an experienced staff person is necessary.
- Generates and prepares weekly reports of applications processed, by analysts and by level of approval, and submits them to the Eligibility Manager.
- Relieves other positions in the Eligibility department for sick leave and vacations or when otherwise necessary. During unexpected absences, ensures scheduled eligibility appointments are rescheduled or distributed to other analysts, or fills in to complete appointments as needed.
- Other duties as assigned.
- High School diploma, GED, or equivalent required. Some college preferred.
- Proficient computer skills, and working fluency with MS Word and Excel.
- Effective communication skills in English, both written and verbal, at high school level or higher.
- Minimum three (3) years of experience conducting ADA Paratransit eligibility assessments with experience assessing applicant functional abilities using an accessible public transit system and must possess an understanding of eligibility for services in a medical or social services setting.
- Highly organized, focused, and able to work quickly and accurately in a medium to high stress environment.
- Ability to work in an office environment and perform general office work including data entry, filing, and other duties as assigned.
- Working knowledge and ability to apply concepts promulgated by the ADA.
- Ability to establish priorities, coach employees, and move quickly and dependably to achieve program goals and objectives.
- Must have completed the
- Ability to multitask and handle difficult situations.
- Ability to learn quickly and work with limited oversight.
- Demonstrate empathy without being perceived as sympathetic or uncaring. Maintains an even disposition when dealing with difficult or combative persons.
- Ability to lead a team, delegate duties appropriately, and follow-up on project deliverables.
- Possesses understanding of various medical conditions and disabilities and their impacts on independence and mobility.
- Has experience with or a high-level understanding of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and its requirements.
- Fluency in a foreign language (e.g., Spanish, Russian or Chinese) is highly desirable.