Medical Transportation Team Lead (NMT/NEMT) - Hybrid - West Sacramento, CA

Summary

Gainwell Technologies is seeking an experienced Medical Transportation Team Lead to support Non-Medical Transportation (NMT) and Non-Emergency Medical Transportation (NEMT) services for California’s Medi-Cal program.

In this role, you will provide day-to-day functional leadership for NMT/NEMT operations, helping ensure eligible Medi-Cal beneficiaries have access to transportation for approved medical-related services, including doctor visits, prescription pickups, physical therapy, and other covered services.

You will serve as a key point of contact for the team, help resolve escalated and complex issues, and support the accurate and timely processing of transportation requests in accordance with DHCS requirements, established procedures, and Gainwell service standards.

Your role in our mission

• Provide day-to-day functional leadership for NMT and NEMT operations, serving as a primary point of contact for the team and helping identify, research, and resolve escalated or complex issues.
• Oversee the review and processing of NMT and NEMT requests received through email, fax, and other approved channels, ensuring compliance with Standard Operating Procedures, contractual requirements, client requirements, and applicable regulations.
• Analyze and resolve beneficiary and provider inquiries using CRM solutions, data repositories, program information, MMIS systems, client resources, and other supported applications.
• Monitor inquiries and operational issues involving beneficiaries, providers, and internal teams, partnering with management and business teams to develop appropriate resolutions.
• Use analytical and critical-thinking skills to identify trends, improve workflows, share best practices, and contribute to knowledge resources that support consistent issue resolution.
• Conduct periodic reviews and audits to support compliance while building effective working relationships with beneficiaries, providers, clients, account partners, and internal teams.

What we're looking for

• Bachelor’s degree or an equivalent combination of education and relevant experience.
• Six or more years of experience in contact center operations, healthcare operations, transportation or ride services, MMIS, information technology, customer support, or a related functional area.
• Experience providing functional leadership, team guidance, escalation support, or day-to-day operational direction, including researching and resolving complex customer, member, beneficiary, or provider issues.
• Strong relationship-management and communication skills with the ability to navigate challenging situations and work effectively with multiple internal and external stakeholders.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to interpret information, work independently, and make fact-based recommendations.
• Experience with Medi-Cal, Medicaid, MMIS, healthcare operations, NMT/NEMT, transportation services, or ride-service operations is preferred.

What you should expect in this role

• This position will primarily work remotely, with occasional in-office requirements at the West Sacramento, CA office based on business needs.
• Candidates must be able to report to the West Sacramento office when required.
• This is a full-time position supporting California’s Medi-Cal program.
• You will work with beneficiaries, providers, internal teams, and other stakeholders in a highly regulated healthcare environment.

This posting may be used to build a pipeline of qualified candidates for current and future NMT/NEMT opportunities with Gainwell Technologies.

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