Member Experience Manager

Modivcare•Dover, DE

About The Position

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! Modivcare is looking for an experienced Member Experience Manager to join our team, responsible for managing complex member inquiries and critical account concerns while driving initiatives that improve overall member satisfaction and service quality. This role builds strong relationships with customers, providers, and agencies, while leading efforts to reduce complaints, enhance processes, and deliver a high-quality member experience. This role… Ensures timely communication, review, and resolution of complaints and concerns raised by members, facilities, and transportation providers Identifies trends in complaint categories and develops action plans to reduce complaints effectively Compiles daily issue reports and provider response compliance reports Coordinates communication and investigation efforts within 72 hours of complaint receipt Submits responses to complaints within required timelines and ensures proper resolution tracking Manages all Tier I complaint activities, including both internal and client-related issues Provides timely updates to stakeholders regarding complaint resolution status Conducts quarterly quality initiative audits and annual audits Participates in client meetings related to service quality and reporting Establishes and maintains client files and documentation Develops and implements departmental policies, procedures, and process improvements Designs programs and organizational structures to support contract requirements Enhances system workflows and efficiencies within proprietary data management systems Acts as a liaison across teams to resolve service issues and staff concerns Partners with leadership to address service challenges and improve outcomes Researches customer satisfaction survey results and identifies improvement opportunities Leads projects and performs additional duties as assigned May require occasional travel Determines appropriate staffing levels to meet operational goals and objectives Defines and tracks key performance indicators aligned with corporate goals Manages, mentors, and develops employees, addressing performance gaps and career growth Oversees all HR-related processes including onboarding, performance management, succession planning, and employee relations Drives employee engagement, satisfaction, and retention through targeted initiatives Prepares and manages budgets, analyzes variances, and implements corrective actions

Requirements

Bachelor’s Degree required
Six (6) plus years of experience
Two (2) plus years of leadership experience
Strong leadership skills and business acumen
Ability to influence and collaborate across teams
Strong customer service, interpersonal, and investigative skills
Excellent verbal and written communication skills
Experience working with geographically dispersed teams
Self-motivated with the ability to work independently and communicate with remote leadership
Working knowledge of interpreting and applying company policies
Ability to present technical and non-technical information to diverse audiences
Strong project and program management capabilities

Nice To Haves

Operations experience preferred
Or equivalent combination of education and/or experience

Responsibilities

Ensures timely communication, review, and resolution of complaints and concerns raised by members, facilities, and transportation providers
Identifies trends in complaint categories and develops action plans to reduce complaints effectively
Compiles daily issue reports and provider response compliance reports
Coordinates communication and investigation efforts within 72 hours of complaint receipt
Submits responses to complaints within required timelines and ensures proper resolution tracking
Manages all Tier I complaint activities, including both internal and client-related issues
Provides timely updates to stakeholders regarding complaint resolution status
Conducts quarterly quality initiative audits and annual audits
Participates in client meetings related to service quality and reporting
Establishes and maintains client files and documentation
Develops and implements departmental policies, procedures, and process improvements
Designs programs and organizational structures to support contract requirements
Enhances system workflows and efficiencies within proprietary data management systems
Acts as a liaison across teams to resolve service issues and staff concerns
Partners with leadership to address service challenges and improve outcomes
Researches customer satisfaction survey results and identifies improvement opportunities
Leads projects and performs additional duties as assigned
May require occasional travel
Determines appropriate staffing levels to meet operational goals and objectives
Defines and tracks key performance indicators aligned with corporate goals
Manages, mentors, and develops employees, addressing performance gaps and career growth
Oversees all HR-related processes including onboarding, performance management, succession planning, and employee relations
Drives employee engagement, satisfaction, and retention through targeted initiatives
Prepares and manages budgets, analyzes variances, and implements corrective actions

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!)