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Customer Advocate Manager

Company: ModivCare
Location: Hialeah
Posted on: June 6, 2021

Job Description:

Job DescriptionThe 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 FUNCTIONSDemonstrates through understanding of transportation tools and platformsStaffs appropriately to route trips in the most efficient manner utilizing contracted transportation providers or mass transitEnsures trips are routed to meet contractual obligationsEvaluates and approves cost override requests within budgeted parameters; works with team to develop strategies to reduce override spendEnsures all staff is correctly following company policies and proceduresMonitors 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 callsResearches issues daily associated to day-to-day routing within the region working closely with all stakeholders to resolve said issuesEvaluates reports and works closely with Network team to identify gaps or issues within the network and assist in the resolution of any issuesEstablishes, maintains and strengthens processes to ensure we are maximizing utilization of low cost forms of transportation in accordance with our contractsEnsures 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 assignedRecommends liquidated damages if necessaryCommunicates with providers frequently and/or monitors their performance to gain understanding regarding emerging problems affecting providersRuns appropriate report(s) to monitor providers' cost, on-time and reroute performanceEnsures that all staff are in line with the mission to provide quality NET to recipientsEstablish and continually validate the need for standing orders and ensure that adjustments are made as necessaryTrain staff on how to identify and prevent fraud waste and abuseAssists with providing support to the office staff in pursuit of excellent customer service.Other duties as assigned.Data Collection, Maintenance and ReportingReports monthly to the Director of Customer Advocates or VP Customer Advocates on:Provider visits made monthlyIssues with the network and gaps that might existAssumes 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 ResponsibilitiesDirectly 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 QUALIFICATIONSEducationBA/BS Degree preferredSkills Experience1 to 3 years of experience with transportation providers and/or medical transportation and contract enforcement preferredKnowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting.Knowledge of Medicaid guidelines is a puter SkillsProficient in Microsoft Word, Excel, and OutlookTRAVEL20% requiredWe 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 insuranceEmployer Paid Basic Life Insurance and AD DVoluntary Life Insurance (Employee/Spouse/Child)Health Care and Dependent Care Flexible Spending AccountsPre-Tax and Post Tax Commuter and Parking Benefits401(k) Retirement Savings Plan with Company MatchPaid Time OffPaid Parental LeaveShort-Term and Long-Term DisabilityTuition ReimbursementEmployee Discounts (retail, hotel, food, restaurants, car rental and much more!!)Salary: $54,668 - $84,104/annuallyBonus eligible based upon company and individual performance.ModivCare is an Equal Opportunity Employer.

Keywords: ModivCare, Hialeah , Customer Advocate Manager, Other , Hialeah, Florida

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