Manager, Customer Advocate at ModivCare in Mechanicsville, Virginia

Job Description:

Manager, Customer Advocate
21-5741

The Customer Advocate Manager ensures the operation exhibits outstanding problem solving skills as well as excellent verbal, written and interpersonal communication skills when communicating with recipients and their families, health care facilities, transportation providers and internal customers.

ESSENTIAL FUNCTIONS

• Demonstrates through understanding of transportation tools and platforms


• Staffs appropriately to route trips in the most efficient manner utilizing contracted transportation providers or mass transit


• Ensures trips are routed to meet contractual obligations


• Evaluates and approves cost override requests within budgeted parameters; works with team to develop strategies to reduce override spend


• Ensures all staff is correctly following company policies and procedures


• Monitors calls queues (i.e. provider line and mass transit) to ensure contractual requirements are met and ensures established procedures are being done in handling such calls


• Researches issues daily associated to day-to-day routing within the region working closely with all stakeholders to resolve said issues


• Evaluates reports and works closely with Network team to identify gaps or issues within the network and assist in the resolution of any issues


• Establishes, maintains and strengthens processes to ensure we are maximizing utilization of low cost forms of transportation in accordance with our contracts


• Ensures that the assigned (or an alternate) provider quickly picks up the client when trips are escalated to recovery mode due to issue with provider currently assigned


• Recommends liquidated damages if necessary


• Communicates with providers frequently and/or monitors their performance to gain understanding regarding emerging problems affecting providers


• Runs appropriate report(s) to monitor providers' cost, on-time and reroute performance


• Ensures that all staff are in line with the mission to provide quality NET to recipients


• Establish and continually validate the need for standing orders and ensure that adjustments are made as necessary


• Train staff on how to identify and prevent fraud waste and abuse


• Assists with providing support to the office staff in pursuit of excellent customer service.


• Other duties as assigned.


• Data Collection, Maintenance and Reporting




• Reports monthly to the Director of Customer Advocates or VP Customer Advocates on:




• Provider visits made monthly


• Issues with the network and gaps that might exist


• Assumes primary responsibility and leadership for quarterly advisory and provider meetings as outlined by contract.


• Monitors and updates auto assignment functions when appropriate to ensure maximum efficiency within the department.


• Monitors and reports cost override trends and leads the team in management of unit cost.






• Supervisory Responsibilities




• Directly supervises Customer Advocates, Leads and Supervisors; carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.


• Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

POSITION QUALIFICATIONS

Education

• BA/BS Degree preferred

Skills & Experience

• 1 to 3 years of experience with transportation providers and/or medical transportation and contract enforcement preferred


• Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting.


• Knowledge of Medicaid guidelines is a plus.


• Computer Skills




• Proficient in Microsoft Word, Excel, and Outlook

TRAVEL

• 20% required
  
  

We value our team members and realize the importance of benefits for you and your family.

ModivCare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance


• Employer Paid Basic Life Insurance and AD&D


• Voluntary Life Insurance (Employee/Spouse/Child)


• Health Care and Dependent Care Flexible Spending Accounts


• Pre-Tax and Post --Tax Commuter and Parking Benefits


• 401(k) Retirement Savings Plan with Company Match


• Paid Time Off


• Paid Parental Leave


• Short-Term and Long-Term Disability


• Tuition Reimbursement


• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!!)

Salary: $54,668 - $84,104/annually
Bonus eligible based upon company and individual performance.

ModivCare is an Equal Opportunity Employer.