Supervisor - Customer Advocacy

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 Supervisor. You will assure clients receive services from sub-contracted providers to include oversight/management of all relations with subcontractor providers. You will oversee a team of Customer Advocates to meet operational goals. You will ensure that contract regulations are enforced, and work with transportation providers to address transportation issues. You will report to the local Contact Center leadership.
You will...
Provider Network Functions

• Work with network team related to specific contracts to ensure that performance criteria are met.
• Ensure that all contract regulations are enforced.
• Oversee the trip assignment process.
• Develop alternative transportation options such as public transit, recipient reimbursement, or volunteer/independent driver systems.
• Work with transportation providers to address and resolve transportation issues.
• Maintain open lines of communications.

Client Relationships

• Develop ongoing relationship with all partners involved in transportation process.
• Manage problem resolution and quality including complaint reports.
• Complete necessary reports related to assigned contracts and managing work flow.
• Meet with partners to ensure we meet their expectations.

Supervisory Function

• Oversee a team of Customer Advocates and Lead Customer Advocates to meet operational and contractual goals; maximize the potential of each employee supervised.
• Mentor, coach, and review the performance of staff
• Monitor employee performance standards, and take appropriate corrective action to meet standards
• Manage office staff to pursue excellent customer service.
• You will interview, hire, train employees; plan, assign, and direct 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.
• 3+ years of equivalent work experience.
• Previous call center experience.
• Knowledge of and proficiency in quality improvement processes.
• Experience dealing with crisis and ability to create processes that best benefit the entire team.
• Excellent customer service and phone skills.
• Can type 35+ corrected words per minute.
• Proficient in Microsoft Suite.
• Proficiency in English fluently.
• Leadership experience

Pay starting at $48,152.00
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.