Operations Specialist at ModivCare in Norton, Virginia

Job Description:

Operations Specialist
21-6668

ModivCare seeks an Operations Specialist to work in support of the goals of the Operation and establishes positive and effective working relationships with transportation providers, ModivCare departments, and other related agencies to establish superior partnerships and to reduce and resolve instances of discontent. The Operations Specialist also serves as an Ombudsman in resolving problems with and mediating disputes between ModivCare and Transportation Providers. This position reports to the Director of Operations and has informational responsibilities to the General Manager.

ESSENTIAL FUNCTIONS

• Develops and maintains positive working relations with the transportation providers and ModivCare staff


• Updates Director of Operations on outcome of his/her communications with the transportation providers


• Accepts complaints from transportation providers or ModivCare staff and maintains complaint resolution database on daily basis; shares database with Director of Operations and General Manager


• Establishes a timeframe for appropriate responses to issues raised by tranportation providers or ModivCare staff


• Supports ModivCare staff and attends meetings with the transportation provider and ModivCare as needed


• Acts as a source expert on how to reach and communicate with appropriate ModivCare departments


• Communicates with the complainant concerning issues referred to ModivCare by the tranportation provider or ModivCare staff


• Makes verbal contact with complainant within 24 hours of receipt of a complaint from the provider or ModivCare staff


• Negotiates, conciliates and creates solutions to providers' complaints and concerns


• Maintains follow up contact with both ModivCare staff and provider following resolution of an issue to ensure it remains solved


• Identifies areas for improvement without fear of repercussion


• Updates Director of Operations, General Manager, and ModivCare staff regarding the resolution of complaints


• Negotiates, conciliates and creates solutions to providers' complaints and concerns


• Provides assistance to claims processors with difficult issues


• Communicates with transportation providers when applicable


• Meets all departmental deadlines


• Identifies any problems with transportation billing


• Maintains/updates call logs


• Maintains/updates Excel spreadsheets


• Attends all required meetings


• Maintains an acceptable attendance and tardiness record


• Adheres to company policies and procedures


• Meets with management to discuss training/ workflow issues


• Performs other administrative duties as assigned


• Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties from time to time.

POSITION QUALIFICATIONS

Education

• HS graduate or equivalent

Skills & Experience:

• Requires 1 year prior in-bound call center, claims or transportation experience with customer service and data entry OR 3 years provider relations experience to include conflict resolution in a transportation department


• Claims processing, Customer service, and provider relations/negotiations preferred


• Excellent customer service and phone skills


• Strong verbal communications, problem solving, time management and organizational skills


• Proficiency with Microsoft Office tools


• Competencies:


• Communication, Oral - Ability to communicate effectively with others using the spoken word


• Communication, Written - Ability to communicate in writing clearly and concisely


• Customer Oriented - Ability to take care of the customers' needs while following company procedures


• Interpersonal - Ability to get along well with a variety of personalities and individuals


• Environmental and Working Conditions:


• Entire work time is conducted in an office setting

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

We offer 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!!)

ModivCare is an Equal Opportunity Employer.