Lead Certification Analyst
Company: Transdev
Location: San Francisco
Posted on: April 30, 2024
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Job Description:
Lead Certification AnalystJob DescriptionDivision:
ParatransitReports to: Manager of Eligibility ProgramsPosition
Type: Full-time, Regular, Hourly (Non-exempt)Salary Range: $24.00 -
$29.00 per hour DOQTransdev Services, Inc. seeks a motivated
individual to join the San Francisco Paratransit Office as a Lead
Certification Analyst.Position Description: Under the direction of
the Manager of Eligibility Programs, the Lead Certification Analyst
oversees the performance of the Certification Analysts, and
performs a series of tasks related to the review and processing of
applications for ADA paratransit eligibility. The position is best
suited for candidates who have at least three (3) years of
experience conducting assessments of client/customer eligibility
for ADA paratransit services.Key Duties: This position's primary
responsibility is to oversee the activities and performance of a
team of eligibility Certification Analysts. The Certification
Analyst's chief responsibility is to evaluate and make a
determination of an applicant's eligibility for ADA Paratransit in
accordance with the Americans with Disabilities Act of 1990 as
amended ("the ADA"), using techniques set forth in the Regional
Eligibility Process established by the Metropolitan Transportation
Commission (MTC). The Certification Analyst reviews ADA paratransit
applications for completeness and then determines the next steps to
reach an eligibility determination. This can include a professional
verification, a telephone interview of the applicant or an
in-person interview to arrive at a determination. Analysts also
participate in any appeals hearing related to a contested
determination.The person in this position must also perform the key
functions of the Certification Analyst, and the Lead Certification
Analyst's role is elevated to include the following: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.Examples
of Other Duties: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.Minimum
Qualifications: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
https://www.ntionline.com/comprehensive-ada-paratransit-eligibility/">
Comprehensive ADA Paratransit Eligibility course offered by the
National Transit Institute (NTI) or approved equivalent.Experience
working with elderly/disabled persons in transportation settings or
medical offices.Desired Qualifications: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.Work Environment:
Ninety-five percent (95%) of the work performed in the capacity of
this position is in a professional office environment that is
clean, well lit, and in compliance with the ADA's Architectural
Standards. Minimal lifting is required and never any more than
twenty-five (25) pounds. The remaining five percent (5%) level of
work may be performed off-site but never in unsafe or hazardous
surroundings. The office is environmentally friendly and neither
smoking nor artificial scents are permitted in the work
environment.Work Schedule: The position is full-time, mostly Monday
- Friday, 8 AM to 5 PM, but candidate must be flexible and able to
work non-traditional business days and hours including early
mornings, evenings, nights, weekends and some holidays including
occasional overtime. Training is provided.Nothing in this job
description restricts management's right to assign or reassign
duties and responsibilities to this job at any time. This
description reflects management's assignment of essential
functions, it does not proscribe or restrict the tasks that may be
assigned. This job description is subject to change at any time.The
above statements are intended to describe the general nature and
level of work being performed by people assigned to this
classification. They are not intended to be construed as an
exhaustive list of all responsibilities, duties, and skills
required of personnel so classified.The physical demands described
here 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 to perform the essential functions upon
request.Transdev is an Equal Employment Opportunity (EEO) employer
and welcomes all qualified applicants. Applicants will receive fair
and impartial consideration without regard to race, sex, color,
national origin, age, disability, veteran status, genetic data,
gender identity, sexual orientation, religion or other legally
protected status, or any other classification protected by federal,
state, or local law.EEO is the Law Poster:
http://www1.eeoc.gov/employers/poster.cfmDrug free workplaceIf
based in the United States, applicants must be eligible to work in
US without restrictions for any employer at any time; be able to
pass a drug screen and background check.Job Category: Customer
ServiceJob Type: Full TimePay Group: YS5Cost Center: 5936The above
statements are intended to describe the general nature and level of
work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all
responsibilities, duties, and skills required of personnel so
classified.The physical demands described here 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 to perform the
essential functions upon request.Transdev is an Equal Employment
Opportunity (EEO) employer and welcomes all qualified applicants.
Applicants will receive fair and impartial consideration without
regard to race, sex, color, national origin, age, disability,
veteran status, genetic data, gender identity, sexual orientation,
religion or other legally protected status, or any other
classification protected by federal, state, or local law.Drug-free
workplaceIf based in the United States, applicants must be eligible
to work in U.S. without restrictions for any employer at any time;
be able to pass a drug screen and background check.California
applicants: Please Click Here for CA Employee Privacy Policy.About
TransdevCities, counties, airports, companies, and universities
across the U.S. contract with Transdev to operate their
transportation systems, maintain their vehicle and fleets, and
deliver on mobility solutions. Transdev U.S. employs a team of
32,000 across 400 locations while maintaining more than 17,000
vehicles.Part of a global company, Transdev is a leader in mobility
with operations in 19 countries, proudly operated by 110,000 team
members from around the world. As an operator and global integrator
of mobility, we are driven by our purpose. Transdev - the mobility
company - empowers the freedom to move every day thank to safe,
reliable, and innovative solutions that serve the common good. Find
out more at http://www.TransdevNA.com or watch an overview
video.
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Keywords: Transdev, Santa Cruz , Lead Certification Analyst, Professions , San Francisco, California
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