Member Experience Manager

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 Member Experience Manager to join our team, responsible for managing complex member inquiries and critical account concerns while driving initiatives that improve overall member satisfaction and service quality. This role builds strong relationships with customers, providers, and agencies, while leading efforts to reduce complaints, enhance processes, and deliver a high-quality member experience.This role...Ensures timely communication, review, and resolution of complaints and concerns raised by members, facilities, and transportation providersIdentifies trends in complaint categories and develops action plans to reduce complaints effectivelyCompiles daily issue reports and provider response compliance reportsCoordinates communication and investigation efforts within 72 hours of complaint receiptSubmits responses to complaints within required timelines and ensures proper resolution trackingManages all Tier I complaint activities, including both internal and client-related issuesProvides timely updates to stakeholders regarding complaint resolution statusConducts quarterly quality initiative audits and annual auditsParticipates in client meetings related to service quality and reportingEstablishes and maintains client files and documentationDevelops and implements departmental policies, procedures, and process improvementsDesigns programs and organizational structures to support contract requirementsEnhances system workflows and efficiencies within proprietary data management systemsActs as a liaison across teams to resolve service issues and staff concernsPartners with leadership to address service challenges and improve outcomesResearches customer satisfaction survey results and identifies improvement opportunitiesLeads projects and performs additional duties as assignedMay require occasional travelDetermines appropriate staffing levels to meet operational goals and objectivesDefines and tracks key performance indicators aligned with corporate goalsManages, mentors, and develops employees, addressing performance gaps and career growthOversees all HR-related processes including onboarding, performance management, succession planning, and employee relationsDrives employee engagement, satisfaction, and retention through targeted initiativesPrepares and manages budgets, analyzes variances, and implements corrective actionsWe are interested in speaking with individuals with the following...Bachelor's Degree requiredSix (6) plus years of experienceTwo (2) plus years of leadership experienceOperations experience preferredOr equivalent combination of education and/or experienceStrong leadership skills and business acumenAbility to influence and collaborate across teamsStrong customer service, interpersonal, and investigative skillsExcellent verbal and written communication skillsExperience working with geographically dispersed teamsSelf-motivated with the ability to work independently and communicate with remote leadershipWorking knowledge of interpreting and applying company policiesAbility to present technical and non-technical information to diverse audiencesStrong project and program management capabilitiesSalary: $60,800-$70,500This role is bonus eligible based on individual and company performance.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 insuranceEmployer Paid Basic Life Insurance and AD&DVoluntary Life Insurance (Employee/Spouse/Child)Health Care and Dependent Care Flexible Spending AccountsPre-Tax and Post --Tax Commuter and Parking Benefits401(k) Retirement Savings Plan with Company MatchPaid Time OffPaid Parental LeaveShort-Term and Long-Term DisabilityTuition ReimbursementEmployee Discounts (retail, hotel, food, restaurants, car rental and much more!)Modivcare is an Equal Opportunity Employer.EEO is The Law - click here for more informationEqual Opportunity Employer Minorities/Women/Protected Veterans/DisabledWe 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 hr.recruiting@modivcare.com