Dispatcher Lead - Onsite - Edison, NJ
About The Position
Modivcare is looking for an experienced Dispatcher / Customer Advocate Lead to join our team. This position is responsible for ensuring timely services for Medicaid recipients through subcontracted transportation providers, including supporting provider relationships and ensuring adherence to applicable contractual requirements. This role ensures all contract regulations pertaining to transportation providers are enforced. Oversees the trip assignment process and Customer Advocate teams. Develops alternative transportation options, including public transit, recipient reimbursement, and volunteer driver programs. Assists with driver training and inspection programs. Partners with transportation providers and healthcare facilities to resolve problems and service-related issues. Assists with managing and supporting office staff in delivering excellent customer service. Maintains open lines of communication with team members, company representatives, healthcare facilities, transportation providers, and local and state authorities. Participates in other projects or performs other duties as assigned.
Requirements
- High School Diploma required.
- Four (4) plus years of experience. Or equivalent combination of education and/or experience.
- Familiarity with Medicaid guidelines and covered services.
- Excellent verbal and written communication skills with a friendly, customer-focused demeanor.
- Excellent active listening skills to understand customer needs and concerns.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Ability to work independently or as part of a team.
- Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
- Ability to manage heavy phone volumes while maintaining a polite and courteous manner.
- Demonstrated personal commitment to producing high-quality work.
- Strong attention to detail and organizational skills to accurately manage customer information.
- Positive and enthusiastic attitude with a passion for delivering exceptional customer experiences.
Nice To Haves
- Familiarity with non-emergency transportation services is a plus.
Responsibilities
- Ensures all contract regulations pertaining to transportation providers are enforced.
- Oversees the trip assignment process and Customer Advocate teams.
- Develops alternative transportation options, including public transit, recipient reimbursement, and volunteer driver programs.
- Assists with driver training and inspection programs.
- Partners with transportation providers and healthcare facilities to resolve problems and service-related issues.
- Assists with managing and supporting office staff in delivering excellent customer service.
- Maintains open lines of communication with team members, company representatives, healthcare facilities, transportation providers, and local and state authorities.
- Participates in other projects or performs other duties as assigned.
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!)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
