Eligibility Analyst

Eligibility Analyst Job Description

Division:
Paratransit

Location:

San Francisco, CA

Position:
Eligibility Analyst

Reports to:

Manager of Eligibility Programs

Salary Range: $21.54 - $25.50 per hour DOQ

Position Type:
Full-time, Regular, Non-exempt

Benefits:
Health, Dental, Vision, 401K, Commuter Benefits

Transdev Services, Inc. seeks a motivated individual to join the San Francisco Paratransit Office as an entry-level ADA Paratransit Eligibility Analyst.

Under the direction of the Manager of Eligibility Programs, the ADA Paratransit Eligibility Analyst performs a series of tasks related to the review and processing of applications for paratransit eligibility.

• Evaluates and makes 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).
• 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.

• Participates in appeals hearings related to a denial of eligibility.
• Assists with determining a patron’s approved allotment of taxi debit card value and analyzes customer requests for an increased allotment.
• Understands the eligibility determinations related to other SF Paratransit programs such as Group Van and stair assist services.
• Properly enters data from customer applications into the designated computer database.
• Composes eligibility-related correspondence and e-mails and generates reports.
• Answers telephone calls from riders and agencies requesting eligibility or intake-related information and listens and responds to voicemails.
• Conducts outreach related to eligibility for programs and services offered by the SF Paratransit program. These outreach events are typically public events and can be held during the week and on weekends.
• Miscellaneous duties, such as filing applications or related materials, processing intercounty eligibility inquiries, sending out application materials and preparing other mailings may be required.
• Other duties as assigned.

• High School diploma, GED, or equivalent required. Some college preferred.
• Experience working with computers.
• Good communication skills in English, both written and verbal, at high school level or higher.
• 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.
• Ability to quickly grasp transportation concepts promulgated by the ADA and be capable of applying those concepts to qualifiable ADA paratransit eligibility.
• Specific ADA eligibility training will be provided on the job and must be successfully completed.

• Experience working with elderly/disabled persons in transportation settings or medical offices.
• Familiarity with medical terminology in a clerical or receptionist capacity is a plus.
• Ability to multitask and handle difficult situations.
• Ability to learn quickly and work with limited oversight.
• Demonstrates empathy without being perceived as sympathetic or uncaring. Maintains an even disposition when dealing with difficult or combative persons.
• Ability to process multiple incoming phone calls and tasks in an expedient, courteous, and professional manner.
• 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.

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…