Transport Manager

This is a full-time remote position based in the United States

When a family faces a medical emergency far from home, the last thing they should worry about is the bill for the air ambulance that got them to care. As MASA's Transport Manager, you'll lead the team that makes sure they don't have to. This role is for a steady, people-first leader who can handle complex claims, difficult conversations, and regulatory detail while keeping the member at the center of every decision.

About Us

MASA has been a leader in emergency medical transportation insurance since 1974. We're not just a company – we're a close-knit team dedicated to "Protecting families with compassion when others don't." Our professional yet friendly company culture fosters collaboration, innovation, and a clear mission that resonates through every role as we support our expanding base of 2+ million members across the United States and the Caribbean. Learn more at https://www.masaaccess.com 

What You Will Do

Reporting to our Senior Director, Customer Engagement, you will lead the team that turns some of the most stressful moments in our members' lives into claims that are resolved accurately, quickly, and with compassion:

• Build and coach a high-performing Transport team, setting clear expectations and giving each person the day-to-day support and feedback they need to grow.
• Own the end-to-end claims process for air ambulance transports, international repatriations, and other medical transportation, so every claim is resolved accurately, on time, and in line with policy and regulation.
• Take the lead on the toughest cases, including disputed claims, medical necessity questions, complaints, and appeals, partnering with providers and internal teams to reach fair, timely outcomes.
• Make compliance second nature by building the No Surprises Act, balance billing laws, and HIPAA into how the team works every day.
• Use data to drive continuous improvement, tracking CSAT, NPS, turnaround time, payment accuracy, and audit results to spot trends and shape operational strategy.
• Strengthen MASA's air ambulance provider network and partner with Member Services, Claims, Compliance, Finance, Technology, and key business partners, sharing transport insights that support growth while keeping member care first.

What You Bring

• 5+ years of customer service, claims processing, and professional office experience, including at least 2 years leading people.
• A Licensed Claims Adjuster License, or the ability to obtain one within 60 days of starting, plus a bachelor's degree or equivalent work experience.
• A coaching leadership style -- you set clear expectations, give timely and constructive feedback, and hold people accountable while helping them develop.
• Composure and sound judgment under pressure, with a solution-oriented approach to time-sensitive situations, including participation in a shared 24/7/365 on-call rotation.
• Strong communication and relationship-building skills, backed by a thorough understanding of claims regulations and compliance requirements.
• An analytical mindset and comfort making data-driven decisions. Experience with Microsoft Dynamics, Five9, or claims management systems, professional insurance or claims certifications, and fluency in English and Spanish are a strong plus.

What We Will Provide You

• Competitive base salary, bonuses, and comprehensive employee benefits programs, including medical, dental, and vision insurance with highly rated carriers; a 401(k) program with a company match; paid time off; company-paid short-term disability, long-term disability, and basic life insurance; and a free MASA membership.
• A professional and friendly company culture that supports a clear mission: "Protecting families with compassion when others don’t." 
• A fully remote leadership role with real ownership of a specialized team, direct visibility with senior leadership, and the opportunity to shape how MASA handles some of the most complex and meaningful claims in medical transportation.

Why We Think You’ll Love This Opportunity

Few claims roles carry this kind of weight. Behind every air ambulance transport or international repatriation is a family counting on us, and you'll lead the team that keeps that promise. You'll blend people leadership, problem-solving, and strategy in a specialized corner of healthcare where your expertise truly matters. If you want your work to make a tangible difference in people's lives, this is the role for you.

NOTE: Any pay range listed for this position is an estimate by the job board and may not reflect the actual compensation.

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