Customer Advocate

Company: LogistiCare
Location: Phoenix
Posted on: January 14, 2021

Job Description:

The Customer Advocate Specialist functions as liaison within the non-emergency medical transportation (NEMT) system for clients, patients and case managers by providing in-service guidance between LogistiCare and Transportation Providers acting as Ombudsman in resolving and mediating disputes that arise from service. ESSENTIAL FUNCTIONS * Ensures and maintains positive working relations with the transportation providers and LogistiCare staff * Updates Customer Advocate Manager on outcome of his/her communications with the transportation providers. * Process members downgrade of services * Complete written notice form for denied, terminated & gas reimbursement of services. * Track all liquated damages for Transportation providers. * Track all T/P cancellations. * Complete all provider check- in calls. * Audit and reconsolidation of token reimbursements. * Reconsolidation of all passes returned. * Evaluates complaints from transportation providers or LogistiCare staff and ensuring maintains complaint resolution database on daily basis; shares database with Director of Transportation. * Establishes a timeframe for appropriate responses to issues raised by transportation providers or LogistiCare staff * Supports LogistiCare staff and attends meetings with the transportation provider and LogistiCare as needed * Acts as a source expert on how to reach and communicate with appropriate LogistiCare departments * Communicates with the complainant concerning issues referred to LogistiCare by the transportation provider or LogistiCare staff * Ensures and maintains follow up contact with both LogistiCare staff and provider following resolution of an issue to ensure it remains solved * Updates Customer Advocate Manager, Sr. Dir. of Client Services, and LogistiCare staff regarding the resolution of complaints * Perform other administrative duties as assigned POSITION QUALIFICATIONS Education * HS graduate or Equivalent Skills & Experience * Requires 2 year prior in-bound call center, claims or transportation experience with customer service and data entry or 5 years provider relations experience to include conflict resolution in a transportation department * 10-key skills required * Claims processing, Customer Service, and provider relations / negotiations preferred * Superior customer service and phone skills * Must be able to work independently or with a team * Ability to quickly learn new technology * Must be able to understand and follow complex instructions * Ability to accurately type 35wpm * Must have the ability to learn proprietary software applications * Strong verbal communication skills, problem solving, time management and organizational skills. * Must be proficient in Microsoft Excel, Word and Outlook; MS Access a plus We value our team members and realize the importance of benefits for you and your family. LogistiCare 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!!) Salary: $14.33 - 19.10 hourly LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Phoenix , Customer Advocate, Other , Phoenix, Arizona