Exception Facility Liaison I

Modivcare • Dover, DE

3d • Onsite

About The Position

Modivcare is seeking an experienced Exception Facility Liaison to join their team. This role involves working closely with nursing homes, dialysis clinics, hospitals, and other healthcare providers to support clients with transportation needs. The Exception Facility Liaison acts as a crucial resource for facilities, patients, and case managers by offering training, education, and ongoing support for non-emergency medical transportation (NEMT) services, while also cultivating strong provider relationships across the state. This position includes community-based outreach, developing and maintaining relationships with facilities through various communication methods, and collaborating with internal teams to resolve service delivery issues. The role also involves providing training on NEMT services and web portal usage, promoting company initiatives, traveling to healthcare facilities, supporting scheduling for clients with recurring transportation needs, and acting as a liaison to improve communication and transportation outcomes. Additional projects and duties may be assigned.

Requirements

• High School Diploma or General Education Degree (GED) required.
• Valid driver’s license required with the ability to pass DMV record checks and maintain compliance with company driving standards.
• Ability to use a hands-free mobile phone.
• Strong analytical and problem-solving skills with the ability to develop and implement action plans.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to effectively deliver presentations and communicate with public audiences.
• Customer-focused mindset with strong relationship-building capabilities.
• Strong decision-making skills with the ability to work independently and collaboratively.
• Leadership skills with the ability to influence and support others effectively.
• Proficiency in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint.
• Strong organizational and time management skills with the ability to work under pressure and manage competing priorities.
• Proactive, solutions-oriented mindset with a creative and innovative approach to problem solving.
• Strong problem resolution and conflict management skills.

Nice To Haves

• Associate degree preferred.
• Experience interacting with health plans and healthcare facilities strongly preferred.
• Three (3) plus years of relevant work experience strongly preferred.
• At least one (1) year of experience as an outreach or provider relations representative strongly preferred.
• Or equivalent combination of education and/or experience.
• Advanced Excel skills a plus.

Responsibilities

• Provides community-based outreach and education activities to healthcare facilities and stakeholders.
• Develops and maintains ongoing relationships with facilities through face-to-face meetings, phone calls, and group presentations.
• Maintains positive and collaborative relationships with healthcare facilities and provider partners.
• Works closely with the Health Care Manager, Member Experience team, and management to identify and address issues impacting service delivery.
• Provides in-person and webinar-based training to facilities on how to effectively use NEMT services, including web portal trip requests.
• Promotes company initiatives and transportation programs with healthcare facilities and case workers.
• Travels regularly to healthcare facilities as required to support outreach and relationship management efforts.
• Provides post-meeting follow-up communication and coordination with healthcare facilities and internal Modivcare departments.
• Supports scheduling coordination and information sharing for clients with recurring or discharge transportation needs.
• Functions as a liaison for patients and case managers to improve communication and transportation outcomes.
• Participates in additional projects and 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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED