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Transportation Routing Specialist

Company: LogistiCare
Location: Saint Louis
Posted on: October 18, 2020

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 FUNCTIONSEnsures and maintains positive working relations with the transportation providers and LogistiCare staffUpdates 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 staffSupports LogistiCare staff and attends meetings with the transportation provider and LogistiCare as neededActs as a source expert on how to reach and communicate with appropriate LogistiCare departmentsCommunicates with the complainant concerning issues referred to LogistiCare by the transportation provider or LogistiCare staffEnsures and maintains follow up contact with both LogistiCare staff and provider following resolution of an issue to ensure it remains solvedUpdates Customer Advocate Manager, Sr. Dir. of Client Services, and LogistiCare staff regarding the resolution of complaintsPerform other administrative duties as assigned POSITION QUALIFICATIONS Competency Statement(s)Analytical Skills - Ability to use thinking and reasoning to solve a problemCommunication, Oral - Ability to communicate effectively with others using the spoken wordCommunication, Written - Ability to communicate in writing clearly and conciselyCustomer Oriented - Ability to take care of the customers' needs while following company procedures.Decision Making - Ability to make critical decisions while following company procedures.Interpersonal - Ability to get along well with a variety of personalities and individuals.Management Skills - Ability to organize and direct oneself and effectively supervise others.Problem Solving - Ability to find a solution for or to deal proactively with work-related problemsRelationship Building - Ability to effectively build relationships with customers and co-workersWorking Under Pressure - Ability to complete assigned tasks under stressful situations - EducationHS graduate or Equivalent Must be open to working within business hours between 7:00 am to 7:00 pm Mon thru Fri. ExperienceRequires 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 SKILLS & ABILITIES 10-key skills requiredClaims processing, Customer Service, and provider relations / negotiations preferredSuperior customer service and phone skills Must be able to work independently or with a teamAbility to quickly learn new technologyMust be able to understand and follow complex instructionsAbility to accurately type 35wpm Must have the ability to learn proprietary software applicationsStrong verbal communication skills, problem solving, time management and organizational skills.Must be proficient in Microsoft Excel, Word and Outlook; MS Access a plus - WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. - LogistiCare is an Equal Opportunity Employer. Must be open to working within business hours between 7:00 am to 7:00 pm Mon thru Fri. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, St. Louis , Transportation Routing Specialist, Professions , Saint Louis, Missouri

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