Careers

Full-time leadership role with authority for resource control to manage allocation and meet all program requirements without service interruption. Must have sufficient NEMT management experience and be located at the Wisconsin Business Office.

You will set strategic direction, oversee budgets, and ensure the program delivers reliable transportation to members across the state. Strong communication with the Department and stakeholders is essential.

Ideal candidates have 5+ years of healthcare or transportation management experience and a track record of meeting performance targets in regulated environments.

Full-time dedicated role assisting and advocating on behalf of members. Answers questions about obtaining NEMT services, assists with problem resolution, helps members through the complaint process, and works collaboratively with the Department. Must be free from conflict of interest and advocate independently.

You will serve as a trusted resource for members who face barriers to care, ensuring their voices are heard and their needs are addressed. This role requires empathy, patience, and strong problem-solving skills.

Experience in social services, patient advocacy, or healthcare navigation is preferred. Bilingual abilities (Spanish or Hmong) are a plus.

Senior operations leadership supporting the General Manager. Responsible for day-to-day NEMT program operations, service delivery, and ensuring compliance with contract requirements.

You will coordinate across call center, transportation network, and support functions to maintain seamless service. This includes monitoring KPIs, addressing operational issues, and implementing process improvements.

Candidates should have 3+ years of operations management experience in healthcare, logistics, or similar fields.

Leads recruitment, training, and retention of the statewide transportation provider network. Enforces performance and contracting standards, establishes reimbursement rates, and manages provider relationships across urban, suburban, rural, and remote areas.

You will develop strategies to ensure adequate coverage in underserved areas and maintain a diverse, reliable provider base. Strong negotiation and relationship management skills are critical.

Experience in fleet management, transportation contracting, or network development is required.

Oversees call center operations handling 100,000+ calls per month. Manages reservation lines, complaint lines, and after-hours coverage. Ensures staffing meets performance standards with no busy signals and appropriate hold times.

You will forecast call volume, optimize scheduling, and implement quality monitoring programs. Technology and workforce management tools will be key to success.

Prior call center leadership experience at scale, preferably in healthcare or customer service, is required.

Supervises call center staff during business hours. Ensures Department-approved training on NEMT policy, HIPAA, PHI, cultural sensitivity, and customer service. Staff must treat callers with dignity and respect privacy.

You will coach agents, handle escalated calls, and ensure consistent application of policies. Daily huddles and performance feedback are part of the role.

Supervisory experience in a call center or customer service environment is preferred. NEMT or healthcare experience is a plus.

Live agent positions for intake and processing of NEMT requests, trip problem resolution, fraud/abuse reporting, and general inquiries. Must be fluent in Spanish or have interpretive services available. Staffed 24/7 for urgent trips and complaints.

You will use our scheduling system to book trips, verify eligibility, and provide clear information to members. Every call is an opportunity to make a difference in someone's access to care.

Strong communication skills, computer proficiency, and a commitment to service excellence are required. Flexible schedules available for overnight and weekend shifts.

Leads quality assurance, complaint resolution, and grievance processes. Ensures complaints are acknowledged within 24 hours, updates provided within 10 business days, and disposition within 30 business days. Maintains complaint database and works with the Department liaison.

You will develop root cause analyses, implement corrective actions, and ensure transparency in all member communications. Documentation and follow-through are essential.

Experience in quality assurance, complaint management, or healthcare compliance is required.

Oversees member and partner communications, regional training sessions, Transportation Advisory Council meetings, and educational materials. Ensures materials are multilingual (English, Spanish, Hmong), culturally sensitive, and written at sixth grade reading level.

You will coordinate with community organizations, healthcare providers, and advocacy groups to increase awareness of NEMT services. Event planning and public speaking are part of the role.

Experience in health education, community outreach, or training development is preferred. Multilingual candidates are strongly encouraged to apply.

Maintains computer systems supporting operational and reporting functions. Oversees electronic tracking, trip logs, claims processing, and technology infrastructure. Ensures HIPAA compliance and system reliability.

You will work with vendors, internal teams, and the Department to ensure systems meet program needs. Disaster recovery, security, and uptime are top priorities.

Technical background in healthcare IT, system administration, or software implementation is required. HIPAA experience is essential.

Manages data collection, trip logs, and management reports for the Department. Ensures accurate and timely submission of utilization, performance, and operational reports.

You will design reports, validate data quality, and present findings to leadership. Strong analytical and Excel skills are essential for this role.

Experience in healthcare reporting, data analysis, or business intelligence is preferred.

Advocates on behalf of transportation providers. Handles provider complaints, assists with resolution, and serves as liaison between providers and the program.

You will help providers navigate contracting, reimbursement, and operational issues. Building trust with the provider network is key to program success.

Experience working with transportation providers, drivers, or independent contractors is preferred.

Leads implementation and transition. Must be located at the Wisconsin Business Office Monday–Friday during the entire transition phase and minimum 60 days after implementation. Works directly with Department staff.

You will manage timelines, coordinate across workstreams, and ensure a smooth go-live. Risk mitigation and stakeholder communication are critical during this phase.

PMP or similar certification and experience with large-scale implementations are preferred.

Leads dedicated unit for urgent and critical care transportation (cancer treatment, dialysis, transplant services, etc.). Prevents unsuccessful and late trips, performs outreach, develops transportation plans, and monitors trips daily.

You will work closely with healthcare facilities and members to ensure life-sustaining treatments are never missed due to transportation. Proactive outreach and creative problem-solving are essential.

Experience in healthcare coordination, case management, or medical transportation is required.

Oversees HIPAA compliance, fraud waste and abuse investigations, and regulatory adherence. Monitors OIG excluded provider list and works with the Department on enhanced oversight activities.

You will develop policies, conduct audits, and ensure staff training on compliance requirements. Integrity and attention to detail are essential.

Healthcare compliance experience, preferably with Medicaid or government programs, is required. CHC or similar certification is a plus.

Processes gas mileage reimbursement and meals and lodging claims. Ensures members receive notification and explanation of reimbursement for GMR and M&L claims.

You will review documentation, verify eligibility, and process payments according to program rules. Clear communication with members about their claims is essential.

Experience in claims processing, customer service, or administrative support is preferred. Attention to detail is critical.