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The Operations Team and Purpose

The Operations team is responsible for the booking, delivery, monitoring, and fulfillment of all approved and scheduled rides across the company. As SafeRide evolves, how rides are requested, submitted, approved, and monitored, the operations team will support requests scheduled through the SafeRide call center, as well as through 3rd party integrations and by members themselves. The Operations Team functions as a solution design center for automating how rides are assigned to transportation providers, in the future and day of.

The Product Operations division is responsible for account design, setup, and all other ancillary actions of implementation for our health plan partners as we progress through the onboarding process and into the Go Live phase of program launches. In addition, the I&S division is a primary entity for coding automations for member eligibility files from secure servers from our healthcare partners to ensure a successful handshake between the health plan partner’s members and SafeRide Health’s platform.

The Product Operations division reports to the Director of Operations in the SafeRide Operations Organization.

Background

The Product Operations Specialist’s role is to serve as the liaison between the health plans and the internal SafeRide Health functions to foster and maintain successful professional relationships with business partners. Additionally, they will continue to build cross functional relationships with the services, network, complaints & grievances, finance, and growth teams.The Product Operations Specialist will have operational responsibility to engage across departments to improve processes in the interest of growth and scalability, while improving productivity and efficiency. This role requires high integrity and confidentiality, as they will have access to privileged information: proprietary SRH information, health plans membership PHI, and secure server access.

The Product Operations Specialist will have operational responsibility over successful execution of program/platform setup and design support for health care partners. They will maintain ongoing communications and relations with care partners as program benefits evolve over time and they will provide support to the network, member services, and growth teams with platform issues, ride booking concerns, fulfillment of SLAs, data reporting to care partners, and any other issues that may arise.

The Product Operations Specialist will need to have project management knowledge, be a subject matter expert on the SafeRide platform and possess an intimate knowledge of all operational workflows and processes. Including, but not limited to, overseeing implementations, creation of process improvement plans, training, remediating issues with care providers/health care partners/transportation providers, ensuring compliance with appropriate procedures, and providing timely and accurate reporting to senior leadership. The Implementation and Support lead will be pluripotent and support across various departments as needed.

Primary Responsibilities

• Contract adherence and KPI execution
  • Works with Director of Transportation on Product and Operations solutions including, but not limited to: eligibility file automations, data integrity, platform design, process improvements, cost savings, and documentation.
  • Responsible for understanding the nuances of each program, strategizing on how all teams (billing, growth, network, operations) will expand and execute our fulfillment process from start to finish.

• Interdepartmental Collaboration
  • Growth team will loop this individual in as we begin discussions with potential clients and business partners who may be interested in SRH’s model for ride booking.
  • These partners may be interested in a fully-managed, self-managed, hybrid, or SaaS.
  • Network team will coordinate transportation provider (TP) sourcing for a given market, and will attach/link individual TPs to designated programs at the facility and broker level.
  • Supporting network team on sourcing and implementation prior to program launch.
  • New facilities are created either internally or by our business partners, and will require coordination to link appropriate NEMTs, rideshare, etc to a given program.
  • Supporting both teams when there are platform issues, troubleshooting ridebooking errors, including supporting TPs and their portal navigation and login concerns.

• Account Setup and Platform Design
  • Work with growth team on reviewing Pre-Launch Questionnaire
  • Outline program benefits and mobility types
  • Identify benefit limits/restrictions
  • Trip Purpose vs Treatments
  • Dependant Fields and Custom Fields
  • Top-to-bottom program layout (if necessary) Broker, Health Plan, Hospital Network, Hospital Facility, Holding Companies, and Vehicle companies

• Secure Server File Transfers (SFTP)
  • Manage schedule for member eligibility file imports from sftp to SRH platform.
  • Ensure timely processing of files and data accuracy
  • Identify failed imports, perform root cause analysis (RCA), and remedy
  • Communication of sensitive information to and from health plans
• Process Improvement
  • Continuous improvement of processes required for normal operations of the business
  • Working with department personnel on developing, documenting, implementing, and executing on future versions of process changes
  • Developing PIPs in order to scale the business
  • Performing daily job duties as required, and contributing solutions to improve productivity and efficiencies.

• Troubleshooting platform bugs/issues
  • Work with BI, Billing, and other departments to identify any booking issues that could lead to any negative potential downstream issues.
  • Examples of this include, but are not limited to: improper manual creation of member profile, booking member rides using ineligible or expired subplans,
  • Care partners will reach out with concerns regarding pickup and drop off locations.

• Lyft/Rideshare API
  • Working directly with Lyft/Uber on venue mapping and API integrations
  • Lat/Long for pickup/drop off location
  • Troubleshooting ride failures and communicating solutions.

• Reporting
  • On a recurring basis, outbound reports will need to be generated from the SRH platform and sent to various partners (Health plans, care providers, SaaS partners, etc).
  • This reporting will be sent via secure and HIPAA compliant means (sftp file transfer or virtru email)
  • SRH utilizes Tableau for their data reporting, and familiarity with this platform is not absolutely necessary but an understanding of how the platform functions is required. Pivot tables.

• Venue Mapping/Approved Providers
  • For venue mapping facilities, working with rideshare partners on creating a geo-fence around specific locations, with associated lat/long data for pickup/dropoff locations.
  • Working with engineers on approved provider file cleanup. This requires proficiency in running python scripts and excel in order to process files weekly.
  • Oftentimes, ride bookings are made to locations that may not be approved by a given health plan. These ride bookings require auditing and cleanup, as many of these bookings are to approved locations.
  • Once audited and the data is mapped and compiled, you will work with engineers on updating those particular rides in order to avoid billing issues with a given health plan.

• Product Solutions
  • Working with both Business Intelligence teams and Product Engineers on continuous improvement
  • Tableau reporting and creation of various dashboards to collect data to report out to health plans and care partners
  • JSON coding for Member eligibility file automation supreme importer
  • Platform troubleshooting for any product “bugs” or design issues

• Develop Cross-Functional Initiatives
  • Develop processes and efficiencies with the Services team that affect cancellations and fulfillment
  • Lyft Team - ride assignment accuracy, pickup/dropoff location accuracy
  • Create and refine a RACI of responsibilities between Network and Operations for every program.
  • Develops training materials to deliver to other departments to generate awareness of the Transportation Team’s function and the mutual impact in that relationship.

• Leadership and Growth Initiatives
  • Self identifies challenges and generates solutions independent of being tasked by leadership.
  • Contributes impactful and actionable feedback on all internal and external leadership syncs.
  • Generates and maintains a strong and recognizable brand across all functions of the firm.
  • Encourages exporting internal talent to other functions of the firm to increase the Operations and Network footprint and brand.

About SafeRide Health:

SafeRide Health is using its platform and app-based transportation services to reinvent the medical logistics world. Our company is using technology to pioneer new operational models to help make transportation more powerful and more reliable for the healthcare industry.

When you work at SafeRide Health, you’re helping to solve one of the nation’s growing healthcare challenges -- ensuring patients get to and from their medical appointments, safely and on-time. We are using smart design and innovative technology to make patient transportation safer and more connected. In the process, we’re transforming the entire industry.