Overview:
The Housing & Transportation Support Coordinator manages the end-to-end administrative workflow for client housing operations and Medicaid-funded transportation. This role ensures clients are placed into appropriate housing quickly and accurately, and that transportation to and from the program is scheduled immediately after admission is approved. The role blends real-time data entry, system management, and outbound coordination with Medicaid transportation vendors, operating with minimal supervision once trained.
Key Responsibilities:
Housing Operations
- Monitor the housing inbox continuously and process all incoming approvals, updates, and lost opportunity emails within minutes of receipt.
- Create and maintain accurate client records in Monday.com (MySpace Clients), including start date, gender, and program.
- Assign clients to available beds in MySpace Beds, matching gender, program, and house per policy.
- Update client statuses in real time (Approved, Active, Discharged, Resident Left, Never Joined) to reflect actual conditions.
- Process client transfers between houses, ensuring each client is linked to only one house at a time.
- Assign and validate client forms in MySpace Forms, confirming all required documentation is attached to each client profile.
- Monitor team chat for transfer requests, operational asks, and time-sensitive instructions, escalating unclear or urgent issues promptly.
- Complete bed assignments and other time-sensitive tasks within a 1-hour turnaround when required.
Medicaid Transportation Coordination
- Upon admission approval, pull client information from Sunwave (name, date of birth, phone number, Medicaid provider, and Medicaid ID).
- Confirm the client’s MySpace house, pickup address, BeBold drop-off address, and Saturday/Sunday program day before contacting any vendor.
- Identify the correct Medicaid transportation company for each client’s health plan and maintain accurate provider contact records.
- Call Medicaid transportation vendors to set up standing-order rides (8:45 AM pickup, 2:45 PM return), 6 days per week, including the client’s weekend program day.
- Coordinate additional riders/staff escorts with the transportation company when adult supervision is required, and confirm the vendor’s attendant policy before adding anyone.
- Schedule one-off appointment transportation, including date, time, and full appointment address, and request Will Call for return trips.
- Confirm and document all trip details, including confirmation/trip numbers, before ending each call.
- Document and escalate any scheduling issues (e.g., coverage not recognized, standing order unavailable) to the appropriate BeBold staff member rather than leaving a request unresolved.
Additional / Ad Hoc Support
- Take on other client operations support tasks as assigned, which may include vendor coordination, scheduling, and general administrative or operational requests as the program’s needs evolve.
Required Skills & Qualifications:
- Strong attention to detail and comfort with high-volume, real-time data entry.
- Experience with Monday.com or similar project/database management tools (preferred).
- Comfortable making outbound phone calls to healthcare/transportation vendors on behalf of clients.
- Clear written and verbal communication skills.
- Ability to work independently, follow documented procedures, and escalate issues appropriately.
- Familiarity with Medicaid transportation processes is a plus, but not required — training provided.
Training & Onboarding:
New hires are trained using the BeBold Housing Support SOP and Medicaid Transportation SOP, combined with live walkthroughs. Before handling live cases independently, the coordinator must demonstrate the ability to create a client, assign a bed correctly, update client status, process an email independently, and complete a full transportation scheduling call, subject to manager approval.
