Supervisor - Success & Investigative Services

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

Modivcare is looking for an experienced Supervisor - Success & Investigative Services to join our team. This position is responsible for overseeing the Success & Investigative Services team and establishing positive and effective working relationships with customers, providers, and agencies to deliver superior customer service and reduce complaints and grievances. This role identifies training and process improvement opportunities based on quality monitoring results, tracks complaints by category, and develops action plans to address recurring issues.

This role…

• Monitors complaints and develops immediate and effective strategies to reduce the highest complaint categories.

• Identifies training gaps and opportunities by analyzing call monitoring results.

• Assists with Call Quality calibration meetings and the appeal process.

• Oversees call quality and complaint processes and handles escalated calls.

• Supports the team with overflow complaints, tasks, and problem-solving as needed.

• Implements departmental instructions and policies, resolves staff concerns, and serves as a liaison to other departments.

• Collaborates closely with other workstream leaders to streamline processes and improve the member experience.

• Measures and manages team performance to meet or exceed performance and contractual targets and addresses performance gaps when individuals are not meeting expectations.

• Drives continuous improvement of the member experience by investigating and addressing root causes in ways that benefit both members and the business.

• Uses critical thinking skills to identify and resolve issues and implement best practices.

• Communicates information to team members in a timely, relevant, and accurate manner.

• Determines appropriate staffing and resources to achieve goals and objectives.

• Coaches employees on performance gaps, career development opportunities, and strategies.

• Mentors and coaches employees on human resources processes, including onboarding, performance management, employee relations, compensation, and rewards.

• Recognizes others’ contributions and shares credit for success.

• Drives employee satisfaction and retention by developing programs and initiatives that support high employee satisfaction.

• Prepares and manages assigned budgets, analyzes variances, and initiates corrective actions to maximize operational performance.

• May lead projects and perform other duties as assigned.

We are interested in speaking with individuals with the following…

• Bachelor’s Degree required.

• Four (4) plus years of experience, including a minimum of one (1) to three (3) years of related call center and/or clinical leadership experience.

• Up to one (1) plus years of leadership responsibility.

• Or equivalent combination of education and/or experience.

• Experience coaching team members to improve performance.

• Self-motivation and the ability to work independently and collaboratively with teams.

• Ability to engage team members and respect them as individuals.

• Process improvement skills and experience.

• Energetic approach to work with a positive attitude.

• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.

• Excellent verbal and written communication skills.

• Ability to effectively manage multiple tasks simultaneously.

Salary: $60,800.00 Annual

This role is bonus eligible based on individual and company performance.

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Primarily seated work; extensive computer and telephone use; occasional standing, walking, reaching, bending, and lifting up to 10 lbs. 

Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received.  We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. 

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [email protected]