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 Supervisor - Success & Investigative Services to join our team. This role is responsible for overseeing the Success & Investigative Services team, fostering positive relationships with customers, providers, and agencies to ensure a high level of customer service and reduce complaints and grievances. This role focuses on identifying trends, supporting staff through coaching and performance management, and driving improvement initiatives to enhance member experience and operational performance.
This role will ultimately be on-site in the Little Rock area.
This role…Monitors complaints for immediate and effective reduction, focusing on top complaint categories.
Identifies training needs based on call quality monitoring and performance data.
Participates in call quality calibration meetings and appeals processes.
Oversees complaint and call quality processes, handling escalated calls as needed.
Assists the team in managing overflow complaints and provides problem-solving support.
Implements departmental policies and resolves staff concerns while serving as liaison across departments.
Collaborates with cross-functional leaders to improve processes and member experience.
Measures team performance against contractual and internal targets, and coaches underperformers.
Investigates root causes of complaints and implements solutions to benefit both members and the business.
Applies critical thinking to resolve issues and recommend best practices.
Communicates timely and relevant updates to all team members.
May lead projects and perform other duties as assigned.
Bachelor's Degree required.
Four (4) plus years of experience, including 1–3 years of call center and/or clinical leadership experience.
Up to one (1) plus years of leadership responsibility.
Or equivalent combination of education and/or experience.
Experience coaching team members to improve performance.
Ability to work independently and within teams.
Strong interpersonal and engagement skills.
Experience with process improvement initiatives.
Positive attitude and energetic work style.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Excellent verbal and written communication skills.
Skilled at managing multiple tasks simultaneously.
Salary: $60,800 - $82,100
Bonus eligible based on individual and company performance.
Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings.
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]
Similar Jobs
What We Do
Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation, monitoring, and personal and home care to enable greater access to care, reduce costs, and improve outcomes. We believe social and economic factors such as where you live, work or learn should never be a barrier to care. These factors, known as the social determinants of health, lead to inequities in our healthcare system and it’s our mission to close that gap by making connections to care. To make a world of difference, one member at a time. That’s what drives us.
Why Work With Us
We work with a range of clients: public and private payers, health systems, hospitals and universities. All united in purpose to better connect people with care. If you want your work to positively impact the lives of others, we want to hear from you.
Gallery
