Off-Site Transportation Coordinator



Off-Site Transportation Coordinator

Employment Type:

Full time


Bellevue, WA


$15.50/hr -$16.25/hr Depending on Experience

Application Contact:

Becky Jeanes 425 952-3047

Job Description:

~~Title: Off-Site Transportation Coordinator (OTC)
Department:  Transportation
Location: Seattle Area Hospitals and Bellevue Hopelink Center
Work Schedule: Full Time, Monday – Friday, day shift
Compensation:  $15.50/hr -$16.25/hr Depending on Experience
Benefits:  Eligible for Full Benefits
Open:  June, 2017
Closes: When filled

To see the complete posting and to apply, click here:

Since 1971, Hopelink has served homeless and low-income families, children, seniors and people with disabilities in the north and east King County, WA. With service centers in Redmond, Bellevue, Kirkland, Shoreline and Sno-Valley (Carnation), we are the largest nonprofit organization in the area.  Hopelink programs and services focus on five key areas: food, financial assistance, housing & family development, adult education & employment and transportation/mobility. Programs are aimed at helping people achieve stability, and helping them gain the skills and knowledge they need to exit poverty for good.

The Off-Site Transportation Coordinator (OTC) combines client reservation screening with direct interaction with our subcontracted service providers.  The OTC will work directly with the public, and will be stationed primarily at facilities contracting with Hopelink for on-site services.  The OTC position will also rotate through the Bellevue Transportation office.  This position reports directly to the Fulfillment Supervisor in Transportation.

Essential Functions:
(Note:  Any one position may not include all of the functions nor do the listed functions include all tasks that may be found in positions of this class.)

• Determines client eligibility for Medicaid-funded, transportation services. Applies contractual, agency, and program eligibility requirements.
• Determines client eligibility for privately-contracted transportation services. Applies contractual, agency, and program eligibility requirements.  Accurately documents billing requirements for these services. 
• Creates client's portfolio in client database, accurately reflecting client's eligibility and service needs. Assists clients through the various stages of eligibility screening process, identifying documents or resources needed to confirm eligibility and ensure appropriate service.
• Educates host facility staff and clients regarding eligibility for services; maintains knowledge of all rules, regulations, laws and contractual requirements related to various contracts. 
• Advises clients of ineligibility for services, accurately documenting decisions and appropriately informing clients of decisions and of their rights to a fair hearing.
• Processes and schedules ride requests using scheduling software. Performs ride assignments based on using the least cost, most appropriate, available vehicle.
• Maintains phone and electronic contact with subcontracted service providers and records trip information using automated dispatch system.
• Ensures pick-ups, drop-offs and ride times occur in a timely, safe, and efficient manner.  Coordinates these efforts with the Bellevue Service Delivery team.
• Assists subcontracted service providers with information needs, in order to ensure a successful transport.
• Prepares reports as needed using various tools such as MS Word and Excel.
• Evaluates subcontracted service provider performance.
• Assists with the identification of service gaps; properly documents and escalates subcontracted service provider performance concerns.
• Responds to same day requests and/or service issues that develop on a more urgent basis.
• Keeps Hopelink management aware of issues that impact or potentially could impact services or relationships at/with off-site facilities.
• Maintains a positive working relationship with hospital or other facility staff.  Provides superior customer service whether dealing with individuals or facilities in-person or via telephone, fax, or electronic communication.
• Assists in complaint resolution and in identifying training needs for Hopelink and subcontracted service provider staff.
• Communicates respectfully with people regardless of age, race, gender, religion, color, national origin, marital status, the presence of any physical, sensory, or mental disability, sexual orientation, political ideology, gender identity, military status, genetic information, or any other expression of diversity.
• Maintains a professional and positive working relationship with co-workers, management, subcontracted service providers, on-site staff of contracting entities, clients, vendors, volunteers, donors, and fellow staff and adheres to the Hopelink Standards of Conduct.
• Regular attendance and punctuality is essential to our business and to this position.

When stationed at Hopelink offices in Bellevue: 

• Answers telephone calls requesting transportation and gathers required information about a potential client. 
• Interacts with clients through telephone calls, faxed requests, and web portal requests.
• Assists callers through the various stages of eligibility screening process, identifying documents or resources needed to confirm eligibility and ensure appropriate service.
• Maintains and applies accurate, current knowledge of all rules, regulations, laws and contractual requirements to determine client eligibility for Medicaid-funded and privately-contracted services through Hopelink.
• Educates callers regarding eligibility for services.  Provides referral information and assistance regarding other transportation services in the county to callers who are ineligible for services.
• If eligible, creates client's portfolio in database, accurately documenting eligibility data and service needs.
• Accurately processes trip requests for customers using the scheduling software for the Customer Service Center.
• Maintains accurate knowledge of transportation scheduling job function and how this relates to the CSS functions.  Understands how the product produced in the Customer Service Center is used and relied upon in the resource management group.
• Maintains accurate knowledge of the policies and procedures for each separate contract supported by the Customer Service Center.
• Serves as first line of resolution to customer complaints.  Assists customers in identifying the complaint issue, and attempts to problem solve with client and find a suitable resolution.  If that is unsuccessful, documents complaints as appropriate.
• Demonstrates strong commitment to customer service and Hopelink’s mission.
• Performs light office work such as faxing and filing.
• Performs other related duties as assigned.

Required Qualifications:
• Dispute resolution and customer service skills.
• Strong computer skills required; minimum requirement includes knowledge of MS Office and Adobe PDF Reader products.  Some experience with scheduling software desirable.
• Must be able to communicate effectively both orally and in writing.
• Ability to work effectively both independently and as a team member.
• Ability to manage multiple tasks and set priorities.
• Ability to record trip and incident information quickly and accurately.
• Must be able to think clearly under time pressure and to problem solve effectively. Must show strong independent judgment and ability to problem-solve. 
• Strong commitment to customer service and Hopelink’s mission.
• Must have access to reliable transportation.
• Must be flexible with shift schedules, and work locations.
• This position is a Service Critical Employee with specific attendance requirements.  More information is available in the Hopelink Adverse Weather Policy. 

 Employee must report to work site during their scheduled hours, regardless of weather conditions or other emergencies.
 Manage own transportation needs in adverse weather, including possible limitations to public transportation options.
 Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.

Preferred Qualifications:
• Some college education.
• Work experience in transportation of low income, elderly, disabled, children, and people with diverse backgrounds.
• Understanding of Medicaid, Medicare, and other entitlement programs.
• Previous scheduling or dispatching experience providing transportation services to the public.
• Knowledge of King County geography.

Core Competencies: Hopelink embraces a set of competencies for all our employees. These competencies are qualifications, skills, abilities, knowledge and behaviors which are necessary for achieving our overall strategy. These include:

Core Competencies:
Communicating Openly and Inclusively:
• Openly, consistently, and accurately communicates information to others in a manner that is respectful of various backgrounds (e.g. cultural, educational, religious, racial) creating two-way feedback channels and open dialogue.
• Takes time to listen and understand the entire situation and constructively address issues.
Collaborating and Integrating:
• Works effectively with other people, teams, and departments and seeks out opportunities to partner with other people, teams, and departments to achieve Hopelink’s goals.
Improving and Changing:
• Finds potential opportunities and builds creative and/or innovative solutions
• Is dedicated to continuous improvement and change as necessary, including willingness to change and leading others through change.
Demonstrating Accountability:
• Embraces his/her role as leader, taking ownership for his/her behavior and holds others to similar standards.
• Demonstrates programmatic and financial stewardship to ensure achievement of the mission and long-term sustainability.
Focusing on the Customer:
• Focuses on serving both internal and external customers and stakeholders.
• Balancing the needs of customers and stakeholders; gathering feedback, creating relationships, and developing and meeting expectations.

Physical Demands:

The physical demands and work environment described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities who are otherwise qualified to perform the essential functions. 
• Must be able to lift 20 pounds on an occasional basis.
• Work involves standing, walking, stooping, talking, reaching, sitting, bending, kneeling, climbing, grasping, hearing, using hands to handle, feel or operate objects, and reaching with hands and arms. 
• Vision abilities required by this job include close vision and the ability to adjust focus. 
• The noise level in the work environment is usually moderately quiet.
Licenses, Certificates and other requirements:
• Must pass criminal background check through the Washington State Patrol.
• Must have reliable, personal transportation or be able to use public transportation effectively.

We are actively building an environment that welcomes and encourages the involvement and success of all individuals and respects the new possibilities that are created when diverse people, beliefs and values are included.
If you want to join our dynamic team, why not bring your talents and skills to Hopelink?  In addition to great staff, we offer a competitive benefit package.

To see all of Hopelink’s open positions, please visit:

Hopelink is an Equal Opportunity Employer committed to workplace diversity.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.



10675 Willows Rd NE #275
Redmond, WA, United States
Phone: 425 952-3047

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