Modivcare

• Manages a moderate volume of inbound and outbound calls, providing a supportive and positive customer service experience • Accurately records details of calls, dispatches, and messages, with guidance from team members • Collaborates with experienced team members to research, investigate, and respond to technical issues and complaints in a timely and efficient manner • Addresses basic technology-related queries and seeks guidance to appropriately refer calls and issues to the relevant departments or service representatives • Assists clients and customers in understanding technology and provides guided troubleshooting for existing technical issues to ensure proper functionality • Contributes to the distribution of service requests and the resolution of straightforward technical issues under the guidance of more experienced team members • Learns and adheres to individual phone queue metrics, service level agreements, quality scores, and schedule adherence • Follows established company and departmental processes and procedures with support and guidance • Learns and educates clients on the functionality and capabilities of their technology with the assistance of experienced team members • Participates in other projects or duties as assigned

• Responsible for project management, implementation, and program management of client campaigns, including post-launch reporting. • Manages platform inventory for campaign assets. • Works closely with operations, digital marketing, and account management to ensure smooth delivery of campaigns. • Develops clear execution plans and timelines for program implementations, outlining key milestones and deliverables. • Coordinates cross-functional teams and/or stakeholders across marketing, operations, product, and business operations to align resources and initiatives. • Ensures timely and efficient implementation of programs and solutions. • Supports the development of content strategies for client and partner programs. • Maintains clear and proactive internal communication, with potential for client interactions. • Identifies and escalates risks or challenges, providing recommendations for resolution.

• Design and implement enterprise Master Data Management (MDM) solutions, including canonical data models, entity relationships, hierarchies, reference data, and enterprise data standards. • Establish trusted Golden Records through identity resolution, survivorship rules, and deterministic and probabilistic matching techniques. • Configure, implement, and optimize enterprise MDM platforms such as Ataccama ONE, Reltio, or similar technologies. • Define and maintain canonical data models and governance standards that improve consistency across enterprise applications. • Ensure master data is accurate, governed, reusable, and available across Member, Provider, Facility, and other enterprise domains. • Design scalable architecture that supports operational excellence, enterprise growth, advanced analytics, and AI initiatives. • Design and develop secure, scalable APIs and enterprise data services that expose mastered data to operational systems, analytics platforms, and downstream applications. • Build integration solutions supporting real-time, near real-time, and batch data exchange. • Develop scalable integration patterns that enable enterprise-wide consumption of trusted master data. • Design, build, and maintain cloud-native data pipelines using AWS Redshift, Glue, Lambda, Amazon S3, Athena, and Step Functions. • Develop scalable transformation logic using SQL and dbt. • Optimize SQL, data processing, and query performance across large-scale healthcare datasets. • Collaborate with Data Governance teams to implement enterprise metadata management, stewardship, lineage, and governance processes.

• Owns the strategic relationships of key transportation partners, driving performance, accountability, and continuous improvement. • Develops and maintains executive-level relationships with partner organizations and serves as the primary escalation point for complex operational and strategic issues. • Leads Weekly Joint Operating Committee (JOC) meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions utilizing operational and financial data to drive performance discussions and action plans. • Identifies opportunities to improve partner performance, enhance service delivery, reduce costs, and improve member outcomes. • Analyzes large and complex datasets to identify trends, identify root causes, assess risks, and uncover opportunities for operational improvement. • Develops executive dashboards, scorecards, and reporting that provide actionable insights into partner performance, utilization, financial impact, and service quality. • Investigates performance anomalies and develops recommendations to improve operational and financial outcomes. • Partners with internal stakeholders to define key performance indicators (KPIs), measure performance, and establish data-driven decision-making processes. • Leads cross-functional initiatives focused on improving partner performance, operational efficiency, and the overall member experience. • Evaluates existing business processes and identifies opportunities to simplify workflows, improve efficiency, and drive innovation. • Drives accountability by ensuring commitments, action items, and project milestones are completed on schedule. • Supports business case development, opportunity assessments, and operational impact analyses. • Presents recommendations, business insights, and performance results to senior leadership, clients, and external partners. • Serves as a trusted advisor by providing objective analysis and strategic recommendations that support organizational goals. • Builds strong partnerships across internal departments to ensure alignment on strategic initiatives and operational priorities. • Performs other duties as assigned. Occasional travel may be required.

• Assists Transportation Providers with transportation-related questions and concerns. • Manages scheduling tasks, including modifying and canceling reservations per provider requests. • Documents and investigates complaints or incidents, ensuring detailed records are maintained. • Responds to provider concerns and refers unresolved grievances for further review. • Ensures accurate entry of trip-related data. • Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips. • Answers the Transportation Provider call line with professionalism and courtesy. • Participates in required meetings and other assigned duties or projects.

• Assists customers with transportation questions and concerns • Schedules, modifies, and cancels reservations as requested • Obtains and documents details of customer complaints and concerns • Ensures all relevant customer information is accurately documented • Attends required meetings and adheres to company policies and procedures • Maintains acceptable attendance and punctuality standards • Ensures accurate trip data entry and documentation • Maintains a polite, professional, and courteous demeanor at all times • Demonstrates commitment to producing high-quality work • Refers unresolved customer grievances to appropriate departments for further investigation and resolution • Promotes a positive and collaborative working environment • Supports a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays, with required holiday coverage • Participates in additional projects or duties as assigned

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly. • Provide compassionate customer support using scripted and non-scripted responses. • Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations. • Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy. • Communicate with empathy, respect, and patience to ensure a positive experience for our members. • Verify and update customer information in the system to ensure records are accurate. • Troubleshoot alarm systems and report issues to ensure timely maintenance. • Proactively inquire about and recommend preventative healthcare services to members. • Manage access to highly sensitive materials and maintain strict confidentiality. • Talk and type simultaneously while navigating multiple screens and systems efficiently. • Successfully complete new hire training and pass all required compliance testing. • Perform other duties as assigned.

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly. • Provide compassionate customer support using scripted and non-scripted responses. • Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations. • Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy. • Communicate with empathy, respect, and patience to ensure a positive experience for our members. • Verify and update customer information in the system to ensure records are accurate. • Troubleshoot alarm systems and report issues to ensure timely maintenance. • Proactively inquire about and recommend preventative healthcare services to members. • Manage access to highly sensitive materials and maintain strict confidentiality. • Talk and type simultaneously while navigating multiple screens and systems efficiently. • Successfully complete new hire training and pass all required compliance testing. • Perform other duties as assigned.

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses accordingly. • Provide compassionate customer support using scripted and non-scripted responses. • Monitor a high volume of medical alerts and alarms, offering genuine care during potentially stressful situations. • Record call details, dispatches, and messages into a database in real-time while maintaining focus and accuracy. • Communicate with empathy, respect, and patience to ensure a positive experience for our members. • Verify and update customer information in the system to ensure records are accurate. • Troubleshoot alarm systems and report issues to ensure timely maintenance. • Proactively inquire about and recommend preventative healthcare services to members. • Manage access to highly sensitive materials and maintain strict confidentiality. • Talk and type simultaneously while navigating multiple screens and systems efficiently. • Successfully complete new hire training and pass all required compliance testing. • Perform other duties as assigned.

• Own the product strategy and roadmap for the NEMT fulfillment orchestration and network automation platform. • Partner with engineering teams to translate complex operational and technical challenges into scalable product capabilities. • Lead product discovery efforts by working with operations, provider network teams, transportation partners, vendors, and clients to identify opportunities for automation and service improvement. • Define, prioritize, and deliver initiatives that improve fulfillment reliability, provider assignment, network performance, and operational efficiency. • Develop clear product requirements, user stories, business rules, acceptance criteria, and success metrics for complex automation and integration initiatives. • Partner with engineering and architecture teams to support API integrations, vendor platforms, rules engines, data flows, and fulfillment automation capabilities. • Collaborate with internal and external stakeholders to improve provider network performance, partner integrations, and transportation fulfillment workflows. • Analyze operational, network, and product performance data to identify trends, prioritize investments, and measure business outcomes. • Monitor product performance through key operational and technical metrics, including automation rates, assignment success, provider utilization, on-time performance, trip completion, API health, and operational exceptions. • Balance customer experience, operational performance, engineering capacity, technical feasibility, cost, and business priorities when developing and maintaining the product roadmap. • Lead cross-functional planning and prioritization activities across Product, Engineering, Operations, Data, Provider Network, and external vendor partners. • Support AI-enabled and specification-driven product delivery by providing clear product context, detailed requirements, measurable outcomes, and iterative delivery plans. • Drive change management activities that support successful product adoption across internal users, providers, vendors, and transportation partners. • Communicate product strategy, roadmap updates, risks, and business outcomes to leadership and key stakeholders. • Lead projects and perform other duties as assigned.