Provider Relations Manager I

Modivcare•Orange, CA

1d•Hybrid

About The Position

This position is responsible for developing and maintaining positive and effective working relationships with transportation providers within specific geographic areas, various company departments, and outside resources as requested. This role manages transportation execution across all modes for assigned area of responsibility. It also manages provider relationships at a local and regional level, identifies opportunities for improvement through ongoing provider communication, and conducts training sessions for providers and other departmental staff on policies, procedures, processes, portals, and any system changes. The role drives performance in key metrics (safety, on-time delivery/pickup, reroutes, and compliance) and provider performance against Perfect Trip expectations. It partners with Operations’ leadership to drive process improvements that reduce reroutes/missed trips, transportation provider complaints, and member abrasion. The role utilizes data across multiple systems to identify the root cause and take action to resolve within the network, makes decisions relating to provider relationships, and escalates problems that require input from cross-functional teams or senior leadership. It supports all safety and compliance to ensure a safe work environment for all, creates and influences adoption of solutions that improve our provider network and provide a great member experience, and identifies, develops, and improves strategies for the provider performance management and training process. The role manages projects to ensure that overall project schedule and plan enables the teams to be successful based upon the project milestones, and identifies and drives process improvements that enhance the carrier service and technology. It acts as a subject matter expert in provider relations, offering guidance and mentorship to more junior team members, and participates in other projects or duties as assigned. Travel requirement of 70% to meet with transportation providers, attend industry events, and visit various markets.

Requirements

Bachelor's Degree required.
Three (3) plus years of experience.
Or equivalent combination of education and/or experience.
Strong verbal and written communication skills with ability to clearly convey information, negotiate, and resolve conflicts.
Strong interpersonal skills, having the ability to interact with different stakeholders of varying levels.
Strong problem-solving skills to assist in navigating challenges and find effective solutions.
Have a customer service mindset and the ability to provide a positive experience.
Display solid decision-making and judgment skills relating to provider relationships and problems.
Proficient in Microsoft Suite products (Word, Excel, Access, and Outlook).
Knowledge of LSI proprietary software.
Familiarity in all multiple aspects of non-emergency transportation brokerage.

Responsibilities

Manages transportation execution across all modes for assigned area of responsibility.
Manages provider relationships at a local and regional level.
Identifies opportunities for improvement through ongoing provider communication.
Conducts training sessions for providers and other departmental staff on policies, procedures, processes, portals, and any system changes, etc.
Drives performance in key metrics (safety, on-time delivery/pickup, reroutes, and compliance) and provider performance against Perfect Trip expectations (Trip acceptance, On Time to pick/depart, On Time to Destination, Digital Compliance, Reroutes and Complaints).
Partners with Operations’ leadership to drive process improvements that reduce: Reroutes/Missed Trips / Transportation Provider Complaints / Member Abrasion.
Utilizes data across multiple systems to identify the root cause and take action to resolve within the network.
Makes decisions relating to provider relationships.
Escalates problems that require input from cross-functional teams or senior leadership.
Supports all safety and compliance to ensure a safe work environment for all.
Creates and influences adoption of solutions that improve our provider network and provide a great member experience.
Identifies, develops, and improves strategies for the provider performance management and training process.
Manages projects to ensure that overall project schedule and plan enables the teams to be successful based upon the project milestones.
Identifies and drives process improvements that enhance the carrier service and technology.
Acts as a subject matter expert in provider relations, offering guidance and mentorship to more junior team members.
Participates in other projects or 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!)