Lead Certification Analyst

Customer Service San Francisco, CA


Lead Certification Analyst
Job Description
Division:                Paratransit
Location:               San Francisco, CA
Position:                Lead Certification Analyst
Reports to:            Manager of Eligibility Programs
Position Type:        Full-time, Regular, Hourly (Non-exempt)
Salary Range:        $24.00 - $29.00 per hour DOQ
Benefits:                Health, Dental, Vision, 401K, Commuter Benefits
Transdev 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 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.
Drug free workplace
If 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.