Customer Advocate Lead - Onsite - Philadelphia, PA

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 Customer Advocate Lead to join our team. This position is responsible for assuring timely services for Medicaid recipients from sub-contracted providers to include oversight and management of all relations with subcontractor providers.

This role…

• Ensures all contract regulations pertaining to providers are enforced.

• Oversees the trip assignment process and the Customer Advocate teams.

• Develops alternative transportation options such as public transit, recipient reimbursement, or volunteer driver systems.

• Assists with driver training and inspection programs.

• Partners with transportation providers and health care facilities to resolve problems or issues.

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

• Maintains open lines of communications with subordinates, other company representatives, facilities and carriers, and local and state authorities.

• Participates in other projects or duties as assigned.

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

• High School Diploma required.

• Four (4) plus years of experience.

• Or equivalent combination of education and/or experience

• Familiarity with Medicaid guidelines and covered services.

• Familiarity with non-emergency transportation services a plus.

• Excellent verbal and written communication skills, with a friendly customer-focused demeanor.

• Excellent active listening skills to understand customer needs and concerns.

• Proficient use with Microsoft Word, Excel, and Outlook.

• Ability to work independently or within a team.

• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.

• Ability to handle heavy phone volumes, while maintaining a polite and courteous manner at all times.

• Demonstrates sincere personal commitment to producing high quality work.

• Strong attention to detail and organization skills to manage customer information accurately.

• Positive and enthusiastic attitude with passion for delivering exceptional customer experiences.

Salary: $22 - $25/hr

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
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