Customer Advocate Manager - Onsite - Edison, NJ

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!

This role…

• Demonstrates thorough understanding of transportation tools and platforms.

• Staffs appropriately to route trips in the most cost efficient manner utilizing contracted transportation providers, Rideshare or mass transit.

• Ensures trips are routed to meet contractual obligations.

• Evaluates and approves cost override requests within budgeted parameters; works with team to develop strategies to reduce override spend.

• Monitors and reports cost override trends and leads the team in management of unit cost.

• Ensures all staff is correctly following company policies and procedures.

• Monitors calls queues (i.e., provider line and mass transit) to ensure contractual requirements are met and ensures established procedures are being done in handling such calls.

• Research issues daily associated to day-to-day routing within the region working closely with all stakeholders to resolve said issues.

• Evaluates reports and works closely with Network team to identify gaps or issues within the network and assist in the resolution of any issues.

• Establishes, maintains, and strengthens processes to ensure we are maximizing utilization of low-cost forms of transportation in accordance with our contracts.

• Ensures that the assigned (or an alternate) provider quickly picks up the client when trips are escalated to recovery mode due to issue with provider currently assigned.

• Recommends liquidated damages if necessary.

• Communicates with providers frequently and/or monitors their performance to gain understanding regarding emerging problems affecting providers.

• Runs appropriate report(s) to monitor providers' cost, on-time and reroute performance.

• Ensures that all staff are in line with the mission to provide quality non-emergency transportation to recipients.

• Establish and continually validate the need for standing orders and ensure that adjustments are made, as necessary.

• Train staff on how to identify and prevent fraud waste and abuse.

• Assists with providing support to the office staff in pursuit of excellent customer service.

• Provides monthly reports to leadership on provider visits and issues and gaps within the network.

• Monitors and updates auto assignment functions when appropriate to ensure maximum efficiency within the department.

• Responsible for trip assignments in multiple assigned markets

• May lead projects and perform other duties as assigned.

• Occasional business travel may be required.

• Determines appropriate resourcing of staff in order to achieve goals and objectives.

• Defines annual Key Performance Indicators aligned with corporate goals.

• Manages and mentors employees on performance gaps, career development opportunities, and strategies.

• Manages and coaches employees on all human resource related processes including onboarding, performance management, succession planning, employee relations, selection, terminations, compensation and rewards.

• Recognizes others’ contributions and share credit for success.

• Owns attainment of high employee satisfaction and retention; lead development of program and initiatives within group to attain high employee satisfaction.

• Prepares and manages budget as assigned; analyzes variances and initiates corrective actions to maximize operational performance.

We are interested in speaking with individuals with the following...

• Bachelor’s Degree required.

• Six (6) plus years experience.

• Two (2) plus years leadership responsibility.

• Or equivalent combination of education and/or experience.

• Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting.

• Knowledge of Medicaid guidelines is a plus.

• Strong proficiency in Microsoft Word, Excel, and Outlook.

• Ability to use thinking and reasoning to solve a problem.

• Excellent verbal and written communication skills; ability to effectively communicate clearly and concisely.

• Excellent ability to take care of the customers’ needs while following company procedures.

• Ability to make critical decisions while following company procedures.

• Ability to get along well with a variety of personalities and individuals.

• Strong management and organization skills; ability to influence others to perform their jobs effectively and to be responsible for making decisions.

• Effectively finds a solution for or to deal proactively with work-related problems; follow instructions and complete assignments in a timely manner.

• Effectively builds relationships with customers and co-workers.

• Driven ability to complete assigned tasks under stressful situations.

• Knowledge of quality improvement tools and processes.

• Experience with demand response transportation management a plus.

• Experience in call center environment a plus.

Salary: $60,800 - $82,100 annually

This role is bonus eligible based on individual and company performance.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• 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!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com