Service Coordinator - Lyft

Job Title: Service Coordinator

Classification: Full-Time – Non-Exempt

Reports To: Transportation Manager | Director of Coordinated Services

Location: In-Office

Pay Rate: Starting at $21/hour

Summary: 

The Service Coordinator plays a key role in ensuring individuals receive authorized services smoothly, respectfully, and in compliance with Minnesota DHS waiver requirements. Serving as the primary point of contact for case managers, clients, and vendors (as applicable), this role relies heavily on clear communication, relationship-building, and problem-solving to coordinate referred services based on approved Service Agreements. Service Coordinators are expected to interact with empathy, professionalism, and sound judgment while navigating complex or sensitive situations. This role manages assigned cases or shared service queues, maintains accurate records in Salesforce, monitors service status and thresholds, and collaborates closely with internal teams to support consistent, compliant service delivery.

Schedule: Monday – Friday, standard business hours

Core Responsibilities:

Service Coordination & Compliance

• Coordinate services that have been referred and authorized through approved Service Agreements.
• Interpret Service Agreements to start, stop, adjust, or hold services in compliance with DHS waiver rules.
• Monitor service status and thresholds and communicate changes to case managers, clients, and vendors as appropriate.
• Ensure services are delivered in alignment with authorization, timelines, and compliance requirements.
• Collaborate with Billing to support resolution of denied claims when corrections are needed by case managers or service documentation.
• Support accurate billing by ensuring services align with authorizations.

Relationship Management & Communication

• Serve as the primary point of contact for case managers, clients, and vendors (program dependent).
• Communicate clearly and professionally via phone, email, and documentation.
• Relay information accurately and make informed coordination decisions based on waiver rules and internal guidance.
• Escalate complex or sensitive situations to Managers as appropriate.

Systems & Documentation

• Maintain accurate and up-to-date client records in Salesforce.
• Enter, update, and track service-related information consistently.
• Run routine reports to support coordination and oversight.

Program Specific Responsibilities:

Service Coordination & Client Support

• Coordinate Lyft transportation services based on approved Service Agreements.
• Provide hands-on client support, including phone-based orientation, troubleshooting, and guidance with the Lyft app.
• Assist clients in learning how to use Lyft services safely and effectively.
• Support real-time service questions and troubleshoot issues as they arise.
• Escalate complex or technical issues to the dedicated Lyft support line as appropriate.

Other Duties as Assigned

• Perform other duties as assigned to support organizational needs.

Benefits:

ConnectAbility of MN offers a comprehensive benefits package designed to support the well-being, work-life balance, and long-term financial health of our team members. Benefits include:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• 15 paid holidays (13 set holidays and 2 floating holidays)
• Vacation time accrued at 12 days per year
• 16 Hours of paid Volunteer Time annually
• Minnesota Earned Sick and Safe Time (ESST), in accordance with state requirements
• Consistent weekday schedule
• Opportunities for professional growth and development
• Purpose-driven work supporting individuals and families in our community

Benefits eligibility and accruals are subject to plan guidelines and employment status.

Qualifications:

Required:

High school diploma or equivalent.

Strong verbal and written communication skills.

Ability to manage multiple tasks, deadlines, and priorities in a fast-paced environment.

Ability to interpret Service Agreements and follow DHS waiver rules.

Comfortable working in systems such as Salesforce, Excel, and SharePoint (training provided).

Strong attention to detail and documentation accuracy.

Ability to work independently while collaborating with internal teams.

Must pass a background check.

Preferred:

Experience in service coordination, case management support, or human services.

Familiarity with Minnesota Medicaid waivers or government-funded programs.

Salesforce experience.

Other Requirements:

High level of integrity, discretion, and professionalism.

Ability to manage multiple priorities, meet deadlines, and adapt to evolving organizational needs.