Customer Advocate Manager - Onsite - Edison, NJ

Modivcare • Edison, NJ

4d • Onsite

About The Position

Modivcare is looking for an experienced Customer Advocate Manager to join our team. This position is responsible for ensuring timely services and excellent communication to recipients and their families, health care facilities, transportation providers, and internal customers. This role demonstrates thorough understanding of transportation tools and platforms. Staffs appropriately to route trips in the most cost efficient manner utilizing contracted transportation providers, Rideshare 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. Monitors and reports cost override trends and leads the team in management of unit cost. 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. Research 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 non-emergency transportation 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. Provides monthly reports to leadership on provider visits and issues and gaps within the network. Monitors and updates auto assignment functions when appropriate to ensure maximum efficiency within the department. Responsible for trip assignments in multiple assigned markets May lead projects and perform other duties as assigned. Occasional business travel may be required. Determines appropriate resourcing of staff in order to achieve goals and objectives. Defines annual Key Performance Indicators aligned with corporate goals. Manages and mentors employees on performance gaps, career development opportunities, and strategies. Manages and coaches employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards. Recognizes others’ contributions and share credit for success. Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction. Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

Requirements

• Bachelor’s Degree required.
• Six (6) plus years experience.
• Two (2) plus years leadership responsibility.
• Or equivalent combination of education and/or experience.
• Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting.
• Strong proficiency in Microsoft Word, Excel, and Outlook.
• Ability to use thinking and reasoning to solve a problem.
• Excellent verbal and written communication skills; ability to effectively communicate clearly and concisely.
• Excellent ability to take care of the customers’ needs while following company procedures.
• Ability to make critical decisions while following company procedures.
• Ability to get along well with a variety of personalities and individuals.
• Strong management and organization skills; ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Effectively finds a solution for or to deal proactively with work-related problems; follow instructions and complete assignments in a timely manner.
• Effectively builds relationships with customers and co-workers.
• Driven ability to complete assigned tasks under stressful situations.
• Knowledge of quality improvement tools and processes.

Nice To Haves

• Knowledge of Medicaid guidelines is a plus.
• Experience with demand response transportation management a plus.
• Experience in call center environment a plus.

Responsibilities

• Ensures timely services and excellent communication to recipients and their families, health care facilities, transportation providers, and internal customers.
• Demonstrates thorough understanding of transportation tools and platforms.
• Staffs appropriately to route trips in the most cost efficient manner utilizing contracted transportation providers, Rideshare 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.
• Monitors and reports cost override trends and leads the team in management of unit cost.
• 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.
• Research 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 non-emergency transportation 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.
• Provides monthly reports to leadership on provider visits and issues and gaps within the network.
• Monitors and updates auto assignment functions when appropriate to ensure maximum efficiency within the department.
• Responsible for trip assignments in multiple assigned markets.
• May lead projects and perform other duties as assigned.
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Defines annual Key Performance Indicators aligned with corporate goals.
• Manages and mentors employees on performance gaps, career development opportunities, and strategies.
• Manages and coaches employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.
• Recognizes others’ contributions and share credit for success.
• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.
• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

Benefits

• 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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager