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The Medical Assistance Transportation Program (MATP) Supervisor, Department of Human Services (DHS), Office of Behavioral Health (OBH), Bureau of Program Operations, under the direct supervision of the Senior Manager, MATP Operations, coordinates and assists with the management of the daily operations of the Medical Assistance Transportation Program. Work includes supervising MATP staff, managing call center operations, and assisting with program development and implementation.

• Assists the Senior Manager with oversight of the daily operations of the MATP, including:

1. Supervising MATP representative and providing Subject Matter Expertise (SME) backup for the MATP software system.
2. Verifying (random samplings) client trip logistics and monthly reports.
3. Assigning, distributing, reviewing, accepting, and amending finished documents based on operating procedures.
4. Preparing and issuing standard written instructions and operating procedures as set forth and approved by the Senior Manager, MATP Operations for utilization by MATP staff.

• Oversees call center operations.
• Performs regular assessment of administrative operations, developing and installing work/performance standards and procedures. 
• Confirms doctors’ statements/physician verification forms, including:

1. Approving/denying services.
2. Establishing action plans.
3. Obtaining additional information and/or evaluation through ACCESS, if necessary.

• Receives, troubleshoots, and resolves customer complaints and/or concerns or grievances (e.g., Dialtrac from DHS Director’s Action Line, as well as from Transportation Carriers and ACCESS, etc.)

 Supervisory Responsibilities:

• Supervises and manages the performance of MATP staff.
• Oversees daily staff attendance and time sheet submission.
•  Initiates Human Resources personnel-related requests.
• Conducts employee performance management/evaluation process.
• Participates in the selection of employees.
• Assists Senior Manager with recommendations for promotions, reassignments, or other staff changes, including the recognition of outstanding job performance of assigned staff.
• Consults with Human Resources on disciplinary and corrective action matters as needed.

Program Development and Implementation Responsibilities:

• Interprets and explains the MATP program policies and requirements to clients, county office staff, provider agencies, and outside organizations.
• Describes in a clear and concise manner the program guidelines, manual procedures, and administrative directives.
• Performs special projects, as needed or requested, by the Senior Manager, MATP Operations.
• Performs additional related operational, supervisory, and program development duties as required by MATP management staff or others.

• State and local Medical Assistance Transportation Program operations and requirements.
• Pennsylvania client data systems, e.g. electronic Client Information System (eCIS) for eligibility verification.
• Data collection and analysis of MATP transportation services.
• Data-driven approaches to decision-making and troubleshooting.
• Quality improvement strategies.

• Microsoft Office Suite.
• Program development and management.
• Quality improvement data management.
• Call center operations are preferred.

• Oversee call center operations.
• Supervise (10+) staff performing various call center, data entry, and program operation functions.
• Enact customer service trouble shooting and solutions.
• Engage with providers and contracted carriers to ensure the expected flow of operations.
• Develop and implement training programs.
• Communicate effectively, both orally and in writing, internally and with the public.
• Establish and maintain effective working relationships.