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Customer Advocate

Company: LogistiCare
Location: Atlanta
Posted on: September 17, 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.

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

Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer 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 problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations

HS graduate or Equivalent

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

The 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.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Atlanta , Customer Advocate, Other , Atlanta, Georgia

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