NEMT Senior Manager

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Regular Full-Time Professional

7 days ago Requisition

Salary Range: $ To $ Annually

Title:

NEMT Senior Manager

Location :
Bellevue, WA. This is an onsite only position.

Work schedule :
Full time, 40 hours/week. Monday – Friday, 8:00am – 5:00pm, with some flexibility.

This position is posted internally only with a Final date to receive applications of September 3 rd , 2026.

Who we are: Since 1971, Hopelink has provided stability-building programs for people experiencing poverty, immigrants and refugees, and people with disabilities. We are the largest nonprofit in North and East King County.

Make an impact in your community! Hopelink equips people to exit poverty through comprehensive services, impactful partnerships, and advocacy for equitable opportunities for all. Join us!

Hopelink programs work in tandem to fill gaps, supporting each family or individual’s unique needs. These include food, energy, and financial assistance, housing with case management, mobility management, non-emergency medical transportation (NEMT), Dial-a-Ride Transit (DART), English for work, family development, and financial capabilities. To learn more, go to https://(Use the "Apply for this Job" box below)./

The career opportunity:

The Non-Emergency Medical Transportation (NEMT) Senior Manager helps set the vision, direction, and culture of Hopelink’s Customer Service Center (call center) team. They maintain a singular focus on improving the customer experience by providing leadership, guidance, and optimism to others. The NEMT Senior Manager is a critical role; they encourage independent problem solving and a sense of ownership from others for the success of the team.

The ideal candidate will have excellent leadership skills as well as accountability for the quality of work produced. They inspire staff to achieve team goals, grow as a unit, and improve the lives of the transportation disadvantaged population.

What qualities we are looking for:
We’d love to hear from you. So, if you are interested in this position, but don’t meet every single point on this job posting, please still get in touch. We would be happy to connect and see if you could be a great fit. We offer paid training!

• Minimum three (3) years’ management experience overseeing people and processes associated with a customer service center, call center, or contact center.
• Demonstrated ability to supervise a diverse workforce, work in a group as a leader, ensure employee accountability across the department, and make data-driven decisions.
• Self-starter with a passion for continuous improvement; proactive and adaptable; proven experience leading teams through change.
• Ability to resolve conflicts, build positive relationships, and lead by example; outstanding communication and de-escalation skills.
• Knowledge of Medicaid, Medicare, health insurance, and entitlement programs preferred.
• Knowledge of NEMT transportation services or experience working in a social service or medical environment preferred.
• This position is a Service Critical Employee with specific attendance requirements.
  • Employee must manage own transportation needs in adverse weather, including possible limitations to public transportation options. Regular attendance and punctuality are essential to our business and to this position.

Examples of what you will be doing:

• Oversees the internal operations of a service critical, 24-hour, 7-days-a-week Non-Emergency Medical Transportation Customer Service Center.
• Ensures Medicaid client screening and eligibility processes comply with Washington Administrative Code (WAC) contractual requirements, organizational procedures, and applicable program standards; effectively communicates changes in regulations, policy, and procedures.
• Provides advice and data-driven recommendations on transportation operations to staff at all levels.
• Provides leadership to NEMT Managers, supervisors, and frontline staff. Fosters working climate conducive to maximum employee morale.
• Manages program supervisors and assists in recruiting, training, and…