Member Experience Manager

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 Member Experience Manager. You will oversee the Member Experience Team and establish relationships with customers, providers, and agencies to improve customer service and reduce the number of complaints and grievances. You will partner with the Training Manager to establish training plan based on Quality Monitoring results and trends. You will work with leaders of the other operations work streams to develop action plans needed to improve member experience. You will report to the Member Experience department.
You will...

• Travel: 20%
• Identify trends in complaint categories and create action plans for immediate reduction of complaints.
• Develop programs and an organizational structure to support contract requirements.
• Ensure communication, review and resolution of complaints and concerns raised by recipients, facilities and transportation providers.
• Compile daily issue reports and provider time-response compliance reports.
• Submit responses to the complaint within 72 hours of ModivCare's receipt of a complaint.
• Ensure each complaint has been addressed tracks the status of the complaint process.
• Oversee all Tier I complaint activities both in-house and client complaints.
• Provide immediate updates to the appropriate team members on issues regarding the resolution of all Tier I complaints.
• Complete customer quarterly quality initiative audits and annual audits.
• Attend client meetings regarding quality of service and reporting.
• Establish client files and maintain records.
• Implement instructions and procedures throughout department; resolve staff concerns and serves as a liaison to other work streams.
• Work with all managers regarding service issues.
• Research issues related to customer satisfaction surveys.
• Directly manage Service Expert Specialists carrying out all supervisory responsibilities observing our policies and applicable laws.
• Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraise performance; reward and discipline employees; address complaints and resolve problems.

We are excited to speak to someone with the following...

• High school diploma or GED.
• 5+ years relevant work experience.
• Previous management experience.
• Experience working with individuals, families, mental health, elder services, and facilities and programs.
• Proficiency in Microsoft Suite.
• Experience developing detailed reports and models.
• Leadership experience
• Customer Service Leadership experience

Annual Starting Salary $60,800.00
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 [email protected].
• Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.