Description
This is a full-time remote position based in the United States
Air ambulance transport and international repatriation are some of the most complex claims in healthcare. Behind each one is a family that just lived through an emergency. As MASA's Transport Manager, you'll lead a specialized team dedicated exclusively to these cases, making sure each one is resolved with accuracy, speed, and compassion. This role is for an experienced claims leader who wants to go deep into a niche area, master its regulatory detail, and become the go-to expert others rely on.
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 MASA's Transport team, a specialized group focused solely on emergent and non-emergent medical transportation claims:
- 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 transport, international repatriation, and other medical transportation, so every claim is resolved accurately, on time, and in line with policy and regulation.
- Serve as the escalation point for the most complex transport cases, including disputed claims, medical necessity questions, complaints, and appeals, working with members, providers, and leadership 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 act as the transport expert for MASA's Claims, Member Services, Compliance, Finance, and Technology teams and key business partners, sharing trends and market insights 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 where you'll own a specialized area of claims, with direct visibility to senior leadership and the opportunity to shape how MASA handles its most complex and meaningful cases.
Why We Think You’ll Love This Opportunity
This isn't a general claims role. You'll focus on a specialized corner of healthcare where few people have deep expertise, and you'll have the chance to become one of them. Every air ambulance transport or international repatriation represents a family counting on us, and you'll lead the team that keeps that promise.
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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