Member Retention & Recovery Advocate

Modivcare; United States; Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision insurance

401(k) with company match

Paid time off

Parental leave

Disability insurance

Tuition reimbursement

Employee discounts

Job summary

Modivcare is seeking a Customer Service professional to interact with clients, manage calls, and resolve inquiries in a service-oriented environment. You will document interactions, maintain file integrity, and support efforts to convert clients to private pay when needed.

The role requires a high school diploma or GED, strong communication skills, and the ability to work independently and in teams with flexible hours. Benefit details follow in the posting.

Qualifications

• High School Diploma or GED required.
• 0+ years of experience or equivalent combination of education and/or experience.
• Self-motivation and the ability to work independently and with teams.
• Proficient in the use of Word, Excel, Outlook, and PowerPoint.
• Excellent oral and written communication skills.
• Proficient in managing multiple tasks at the same time.
• Ability to work flexible hours and overtime when needed.

Responsibilities

• Interacts with external and internal customers in a professional, helpful and courteous manner.
• Manages incoming phone calls by responding to requests and assisting with inquiries.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions.
• Implements solutions to issues and/or escalates unresolved issues.
• Answers client questions using scripted and non-scripted responses.
• Records details of calls and messages.
• Maintains access to, and security of, highly sensitive materials.
• Refers client complaints to appropriate parties.
• Maintains protocol information supplied from reference materials, memos, and training sessions.
• Places outbound calls to clients and client representatives to discuss returning company equipment.
• Recognizes, documents, and alerts manager of trends in calls and communications received.
• Maintains detailed files for documentation.
• Updates customer files, as warranted.
• Attempts to convert clients who lose coverage through government agencies/third parties to private pay clients and persuades clients to reconsider cancellation.
• Identifies root causes and recommends process improvements in order to prevent future problems.
• Maintains project productivity and quality goals.
• Participates in other projects or duties as assigned.

Skills

Excellent oral communication

Excellent written communication

Multitasking

Time management

Education

High School Diploma or GED

Tools

Word

Excel

Outlook

PowerPoint

Job description

Modivcare is seeking a Customer Service professional to interact with clients, manage calls, and resolve inquiries in a service-oriented environment. You will document interactions, maintain file integrity, and support efforts to convert clients to private pay when needed.

The role requires a high school diploma or GED, strong communication skills, and the ability to work independently and in teams with flexible hours. Benefit details follow in the posting.