Exceptions Supervisor

Modivcare • Greenville, SC

3d • Onsite

About The Position

Modivcare is looking for an experienced Exceptions Supervisor to join our team. In this role, you will provide guidance and oversight for the exception process related to transportation service requests. You will play a key role in coordinating team assignments, ensuring data accuracy, and supporting resolution efforts that align with company policies and service guidelines. This role… Acts as a resource for all exception process-related questions. Coordinates and monitors the daily assignments and work quality of exception team members. Tracks, trends, and audits exception-related activity to ensure compliance and efficiency. Ensures accurate trip data input and issue resolution in accordance with service guidelines. Assists with research and resolution of benefit utilization issues, urgent trip requests, pre-authorization, denials, eligibility, mileage validation, meals and lodging, and service level concerns. Supports and provides recommendations on the reservation denial and appeal process. Processes requests received via fax, email, mail, and web (both inbound and outbound). Oversees department phone activity, ensuring quality and efficiency of communications. Assists in utilization investigations and identifies potential billing or usage trends that may indicate abuse. Reports suspected abuse or fraud to management and escalates member dissatisfaction when appropriate. Provides outreach and support to medical facilities regarding transportation processes and member education. May lead projects and perform other duties as assigned. Occasional business travel may be required.

Requirements

• Bachelor's Degree required.
• Four (4) plus years of relevant experience.
• Up to one (1) year of leadership responsibility.
• Or equivalent combination of education and/or experience.
• Demonstrated ability to lead and positively influence a team.
• Excellent customer service and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and decision-making abilities.
• Comfortable presenting information to groups in a clear and engaging manner.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Strong aptitude for quickly learning new systems, technologies, and workflows.
• Ability to understand and follow complex instructions.
• Fluent in reading, writing, and speaking English.

Nice To Haves

• Occasional business travel may be required.

Responsibilities

• Acts as a resource for all exception process-related questions.
• Coordinates and monitors the daily assignments and work quality of exception team members.
• Tracks, trends, and audits exception-related activity to ensure compliance and efficiency.
• Ensures accurate trip data input and issue resolution in accordance with service guidelines.
• Assists with research and resolution of benefit utilization issues, urgent trip requests, pre-authorization, denials, eligibility, mileage validation, meals and lodging, and service level concerns.
• Supports and provides recommendations on the reservation denial and appeal process.
• Processes requests received via fax, email, mail, and web (both inbound and outbound).
• Oversees department phone activity, ensuring quality and efficiency of communications.
• Assists in utilization investigations and identifies potential billing or usage trends that may indicate abuse.
• Reports suspected abuse or fraud to management and escalates member dissatisfaction when appropriate.
• Provides outreach and support to medical facilities regarding transportation processes and member education.
• May lead projects and perform 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!)

What This Job Offers

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