Modivcare
ExceptionSpecialistII
“Exception Specialist II at Modivcare. Skills: exception handling, issue investigation, continuous process improvement, customer service. accurate fulfillment and approval procedures related to transportation service requests and reservations. use of internal and external resources”
What You'll Achieve.
Ensure accurate trip data input and resolution in alignment with service guidelines.; Ensure service efficiency and resolution.
Industry & Context.
provides effective solutions; investigates complex service issues to ensure proper utilization
What They're Looking For.
Must Have
High School Diploma required., One (1) plus years of experience, or an equivalent combination of education and experience., Excellent customer service and interpersonal skills., Ability to work independently or within a team setting., Fast learner with adaptability to new technologies and workflows., comprehension and ability to follow complex instructions., Proficient in reading, writing, and speaking English fluently., Exceptional attention to detail and accuracy., Capable of managing multiple tasks while maintaining service quality.
What You'll Do.
accurate fulfillment and approval procedures related to transportation service requests and reservations
use of internal and external resources
direct outreach to members
and other stakeholders
comprehensive support in customer service
and issue investigation
contributing to continuous process improvement
supporting team collaboration
accurate trip data input and resolution in alignment with service guidelines
investigates benefit utilization issues
and provides effective solutions
advises management on customer service concerns and exception trends
manages and recommends improvements to the denial and appeal process
assists with handling inbound and outbound requests via fax
suggests enhancements for the department’s phone operations and overall efficiency
investigates complex service issues to ensure proper utilization
identifies and monitors trends in utilization and billing to detect abusive practices
reports potential abuse or fraud and supports follow-up actions as needed
escalates member dissatisfaction to the appropriate team or management personnel
conducts outreach to medical facilities regarding member transportation and education
supports peers by sharing knowledge
and contributing to team development
participates in additional projects and duties as assigned
How You'll Work.
Team & Collaboration
supporting team collaboration; Ability to work independently or within a team setting.; supports peers by sharing knowledge, mentoring, and contributing to team development.
Communication Scope
Proficient in reading, writing, and speaking English fluently.
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