Provider Relations Manager I

Modivcare•Greenville, SC

About The Position

The Provider Relations Manager I develops and maintains effective working relationships with transportation providers in assigned geographic areas, company departments, and outside resources. The role manages transportation execution across all modes and provider relationships at local and regional levels, using ongoing communication and data from multiple systems to identify improvement opportunities, determine root causes, and resolve network issues. The position drives provider performance against key safety, service, compliance, and Perfect Trip measures; partners with Operations leadership on process improvements; and delivers training on policies, procedures, processes, portals, and system changes. It also manages projects, improves provider performance management and training strategies, contributes subject-matter expertise and mentorship, and supports safety and compliance. Travel is required approximately 70% of the time to meet with providers, attend industry events, and visit markets.

Requirements

Bachelor’s degree required, or an equivalent combination of education and experience.
Three or more years of experience, or an equivalent combination of education and experience.
Strong verbal and written communication skills, including the ability to convey information clearly, negotiate, and resolve conflicts.
Strong interpersonal skills and ability to interact with stakeholders at varying levels.
Strong problem-solving skills.
Customer-service mindset and ability to provide a positive experience.
Sound decision-making and judgment relating to provider relationships and problems.
Proficiency with Microsoft Word, Excel, Access, and Outlook.
Knowledge of LSI proprietary software.
Familiarity with multiple aspects of non-emergency transportation brokerage.

Responsibilities

Develop and maintain positive and effective working relationships with transportation providers, company departments, and outside resources.
Manage transportation execution across all modes and provider relationships in assigned areas at local and regional levels.
Identify improvement opportunities through ongoing provider communication.
Conduct training for providers and departmental staff on policies, procedures, processes, portals, and system changes.
Drive performance in safety, on-time delivery and pickup, reroutes, compliance, and Perfect Trip expectations, including trip acceptance, on-time pickup/departure, on-time destination arrival, digital compliance, reroutes, and complaints.
Partner with Operations leadership on improvements to reduce reroutes, missed trips, transportation provider complaints, and member abrasion.
Use data across multiple systems to identify root causes and take action to resolve issues within the network.
Make decisions relating to provider relationships and escalate issues requiring cross-functional or senior leadership input.
Support safety and compliance to help ensure a safe work environment.
Create and promote adoption of solutions that improve the provider network and member experience.
Identify, develop, and improve provider performance management and training strategies.
Manage projects to ensure schedules and plans support successful delivery against milestones.
Identify and drive process improvements that enhance carrier service and technology.
Serve as a provider relations subject-matter expert and provide guidance and mentorship to more junior team members.
Participate in other projects or duties as assigned.
Travel approximately 70% to meet with transportation providers, attend industry events, and visit markets.