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Customer Advocate Manager


  • LogistiCare
  • 08/12/20
  • Austin, TX
  • 78753
  • Full-time
The Customer Advocate Manager ensures the operation exhibits outstanding problem solving skills as well as excellent verbal, written and interpersonal communication skills when communicating with recipients and their families, health care facilities, transportation providers and internal customers.

Demonstrates through understanding of transportation tools and platforms
Staffs appropriately to route trips in the most efficient manner utilizing contracted transportation providers or mass transit
Ensures trips are routed to meet contractual obligations
Evaluates and approves cost override requests within budgeted parameters; works with team to develop strategies to reduce override spend
Ensures all staff is correctly following company policies and procedures
Monitors calls queues (i.e. provider line and mass transit) to ensure contractual requirements are met and ensures established procedures are being done in handling such calls
Researches issues daily associated to day-to-day routing within the region working closely with all stakeholders to resolve said issues
Evaluates reports and works closely with Network team to identify gaps or issues within the network and assist in the resolution of any issues
Establishes, maintains and strengthens processes to ensure we are maximizing utilization of low cost forms of transportation in accordance with our contracts
Ensures that the assigned (or an alternate) provider quickly picks up the client when trips are escalated to recovery mode due to issue with provider currently assigned
Recommends liquidated damages if necessary
Communicates with providers frequently and/or monitors their performance to gain understanding regarding emerging problems affecting providers
Runs appropriate report(s) to monitor providers' cost, on-time and reroute performance
Ensures that all staff are in line with the mission to provide quality NET to recipients
Establish and continually validate the need for standing orders and ensure that adjustments are made as necessary
Train staff on how to identify and prevent fraud waste and abuse
Assists with providing support to the office staff in pursuit of excellent customer service.
Other duties as assigned.

Data Collection, Maintenance and Reporting
Reports monthly to the Director of Customer Advocates or VP Customer Advocates on:
 Provider visits made monthly
 Issues with the network and gaps that might exist
 Assumes primary responsibility and leadership for quarterly advisory and provider meetings as outlined by contract.
 Monitors and updates auto assignment functions when appropriate to ensure maximum efficiency within the department.
 Monitors and reports cost override trends and leads the team in management of unit cost.

POSITION QUALIFICATIONS
Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
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.
Management Skills - Ability to organize and direct oneself and effectively supervise others.
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations
Transportation, routing or dispatching experience or knowledge of transit systems are a plus

SUPERVISORY RESPONSIBILITIES
Directly supervises Customer Advocates, Leads and Supervisors; carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education
BA/BS Degree preferred

Experience
1 to 3 years of experience with transportation providers and/or medical transportation and contract enforcement preferred
Knowledge of transportation provider costs, pricing strategies, budget management, budget preparation and reporting.
Knowledge of Medicaid guidelines is a plus.

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

WORKING CONDITIONS
Physical Demands
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 for periods of time
- Able to use the phone for periods of time
- Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves
- Ability to speak, hear and see for the assigned work day
- Repetitive key stroke/data entry for the assigned work day
- Ability to ambulate as needed for the assigned work day

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.
Approximately 80% of work time is conducted in an office environment in a controlled atmosphere building and approximately 20% will involve travel.
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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