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Customer Advocate Lead


  • LogistiCare
  • 05/15/19
  • Miami, FL
  • 33014
  • Full-time
The Customer Advocate Lead is responsible for assuring timely services for Medicaid recipients from sub-contracted providers to include oversight/management of all relations with subcontractor providers.

ESSENTIAL FUNCTIONS
Ensuring that all contract regulations pertaining to providers are enforced

Oversees the trip assignment process and the Customer Advocate teams
Responsible for developing alternative transportation options such as public transit, recipient reimbursement, or volunteer driver systems
Assist with driver training and inspection programs

Works closely 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

POSITION QUALIFICATIONS
Competency Statement(s)
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Decision Making - Ability to make critical decisions while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems

SUPERVISORY RESPONSIBILITIES
Assists the Customer Advocate Supervisor and Manager by monitoring the performance of the Customer Advocates. Carries out lead responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include assisting and assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education
High School Graduate or General Education Degree (GED)

Experience
Two to four years related experience with demand-response transportation management preferred

SKILLS & ABILITIES
Computer Skills
Proficient in Microsoft Word, Excel, and Outlook

Other Requirements
Familiarity with Medicaid guidelines and covered services, and familiarity with non-emergency transportation services a plus

WORKING CONDITIONS
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.
-Able to sit at and work on a computer with headset for periods of time
-Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves
-Required to be at the work location to perform job functions
-Ability to speak, hear and see for the assigned work day
-Repetitive key stroke/data entry for the assigned work day
-Minimal ambulating

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.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


Employer Information

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