Supervisor – Success & Investigative Services

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🔥 0 minutes ago

🌪️ Oklahoma – Remote

🌪️ Oklahoma – Remote

💵 $60.8k / year

⏰ Full Time

🟢 Junior

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Modivcare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🚗 Transport

💰 $525M Post-IPO Debt on 2024-07

Healthcare • Healthcare Insurance • Transport

Modivcare is a company that focuses on simplifying the experience of living with complex healthcare needs by providing a comprehensive suite of supportive care solutions. They specialize in non-emergency medical transportation, personal care, and virtual & remote patient monitoring. Modivcare works closely with Medicaid Plans, State Agencies, Medicare Advantage, SNP Plans, health systems, healthcare professionals, and transportation providers, ensuring that members receive necessary health services. Through innovative technology and data-driven strategies, they address social determinants of health by offering services like quality transportation, chronic care management, meal delivery, and in-home assistance, aimed at optimizing patients' health outcomes and improving their overall experience.

📋 Description

• Oversee the Success & Investigative Services team • Establish positive and effective working relationships with customers, providers, and agencies • Deliver superior customer service and reduce complaints and grievances • Monitor complaints and develop strategies to reduce the highest complaint categories • Identify training gaps by analyzing call monitoring results • Assist with Call Quality calibration meetings and the appeal process • Oversee call quality and complaint processes and handle escalated calls • Support the team with overflow complaints, tasks, and problem-solving • Implement departmental instructions and policies and resolve staff concerns • Serve as a liaison to other departments • Collaborate with workstream leaders to streamline processes and improve the member experience • Measure and manage team performance against performance and contractual targets • Address performance gaps and coach employees on performance and career development • Mentor employees on human resources processes, including onboarding, performance management, employee relations, compensation, and rewards • Drive employee satisfaction and retention through programs and initiatives • Prepare and manage assigned budgets, analyze variances, and initiate corrective actions • Lead projects and perform other duties as assigned

🎯 Requirements

• Bachelor’s Degree required, or equivalent combination of education and/or experience • Four (4) plus years of experience, including a minimum of one (1) to three (3) years of related call center and/or clinical leadership experience • Up to one (1) plus years of leadership responsibility • Experience coaching team members to improve performance • Self-motivation and ability to work independently and collaboratively with teams • Ability to engage team members and respect them as individuals • Process improvement skills and experience • Energetic approach to work with a positive attitude • Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint • Excellent verbal and written communication skills • Ability to effectively manage multiple tasks simultaneously • Ability to perform primarily seated work with extensive computer and telephone use, plus occasional standing, walking, reaching, bending, and lifting up to 10 lbs.

🏖️ Benefits

• This role is bonus eligible based on individual and company performance • 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!)