Senior Dispatcher & Customer Advocate Lead

Modivcare; Edison (NJ); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) Retirement Savings Plan with 1:

Paid Time Off

Paid Parental Leave

Short-Term and Long-Term Disability

Tuition Reimbursement

Employee Discounts

Job summary

Modivcare is seeking an experienced Dispatcher / Customer Advocate Lead to ensure timely services for Medicaid recipients through subcontracted transportation providers. The role focuses on enforcing contract regulations, overseeing trip assignments, developing alternative transport options, and supporting provider relationships to meet service standards.

The ideal candidate has a High School Diploma and 4+ years of relevant experience, with strong communication skills and proficiency in MS

Qualifications

• High School Diploma required.
• 4+ years of experience or equivalent combination of education/experience.
• Familiarity with Medicaid guidelines and covered services.
• Familiarity with non-emergency transportation services is a plus.
• Excellent verbal and written communication skills with a friendly, customer-focused demeanor.
• Excellent active listening skills to understand customer needs and concerns.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to work independently or as part of a team.
• Ability to remain calm and composed under pressure while handling customer inquiries and resolving issues.
• Ability to manage heavy phone volumes while maintaining a polite and courteous manner.
• Demonstrated personal commitment to producing high-quality work.
• Strong attention to detail and organizational skills.
• Positive and enthusiastic attitude with a passion for delivering exceptional customer experiences.

Responsibilities

• Ensures all contract regulations pertaining to transportation providers are enforced.
• Oversees the trip assignment process and Customer Advocate teams.
• Develops alternative transportation options, including public transit, recipient reimbursement, and volunteer driver programs.
• Assists with driver training and inspection programs.
• Partners with transportation providers and healthcare facilities to resolve problems and service-related issues.
• Assists with managing and supporting office staff in delivering excellent customer service.
• Maintains open lines of communication with team members, company representatives, healthcare facilities, transportation providers, and local and state authorities.
• Participates in other projects or performs other duties as assigned.

Skills

Verbal and written communication

Active listening

Microsoft Word

Microsoft Excel

Microsoft Outlook

Team player

Independence

Calm under pressure

Attention to detail

Customer-focused

Education

High School Diploma

4+ years experience

Job description

Modivcare is seeking an experienced Dispatcher / Customer Advocate Lead to ensure timely services for Medicaid recipients through subcontracted transportation providers. The role focuses on enforcing contract regulations, overseeing trip assignments, developing alternative transport options, and supporting provider relationships to meet service standards.

The ideal candidate has a High School Diploma and 4+ years of relevant experience, with strong communication skills and proficiency in MS