Customer Advocate Manager - Onsite - Edison, NJ

Job Overview

Modivcare is looking for an experienced Customer Advocate Manager to join our team. This position is responsible for ensuring timely services and excellent communication to recipients and their families, health care facilities, transportation providers, and internal customers.

• Demonstrate thorough understanding of transportation tools and platforms.
• Staff appropriately to route trips in a most cost efficient manner utilizing contracted transportation providers, rideshare, or mass transit.
• Ensure trips are routed to meet contractual obligations.
• Evaluate and approve cost override requests within budgeted parameters; work with team to develop strategies to reduce override spend.
• Monitor and report cost override trends and lead the team in management of unit cost.
• Ensure all staff follows company policies and procedures.
• Monitor call queues (provider line and mass transit) to ensure contractual requirements are met.
• Research daily issues related to day-to-day routing and work closely with stakeholders to resolve them.
• Evaluate reports and collaborate with Network team to identify gaps or issues within the network and assist in resolution.
• Establish, maintain, and strengthen processes to maximize utilization of low-cost transportation forms in accordance with contracts.
• Ensure that the assigned or an alternate provider quickly picks up the client when trips are escalated to recovery mode.
• Recommend liquidated damages if necessary.
• Communicate with providers frequently and monitor performance to understand emerging problems.
• Run reports to monitor provider costs, on-time performance, and reroute performance.
• Ensure staff aligns with the mission to provide quality non-emergency transportation to recipients.
• Establish and validate standing orders and adjust as necessary.
• Train staff on identifying and preventing fraud, waste, and abuse.
• Assist office staff in providing excellent customer service.
• Provide monthly reports to leadership on provider visits, issues, and network gaps.
• Monitor and update auto-assignment functions for maximum efficiency.
• Manage trip assignments in multiple assigned markets.
• Occasional business travel may be required.
• Determine appropriate resourcing of staff to achieve goals and objectives.
• Define annual Key Performance Indicators aligned with corporate goals.
• Manage and mentor employees on performance gaps, career development, succession planning, and other HR processes.
• Own attainment of high employee satisfaction and retention; lead initiatives within the group.
• Prepare and manage budget; analyze variances and initiate corrective actions.

• Bachelor’s Degree required.
• Six (6) plus years of experience.
• Two (2) plus years of 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.
• Excellent verbal and written communication skills.
• Ability to use critical thinking and reasoning to solve problems.
• Ability to make critical decisions while following company procedures.
• Strong management and organizational skills; ability to influence others.
• Experience with demand response transportation management is a plus.
• Experience in a call center environment is a plus.

Salary: $60,800 – $82,100 annually. This role is bonus eligible based on individual and company performance.

Regularly required to sit; use hands to finger, handle, or feel. Occasionally required to stand, walk, reach with hands and arms, and lift or move up to 10 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The noise level is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• 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 more)

Modivcare is an Equal Opportunity Employer. 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.