• Handle and resolve customer complaints providing the best customer experience. • Investigate complaints, troubleshoot issues and identifying trending problems. • Report bugs to the technical team.

• Perform monthly budget vs. actuals (BVA) analysis across Community Support spend categories, including headcount, technology platforms, vendor services, and per-unit metrics; deliver clear variance explanations and insights for leadership. • Own Payroll and headcount forecasting for the Community Support organization, including sizing the financial impact of headcount changes across location, level, and job family. • Assist in cost planning initiatives by tracking actuals against forecasts, identifying efficiency opportunities, and contributing to scenario modeling. • Prepare monthly financial reporting and targeted ad hoc analyses for Community Support stakeholders, highlighting key drivers of cost and performance. • Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking. • Support the annual planning cycle by developing planning templates, supporting headcount asks, modeling cost impact, and guiding Community Support leaders through planning processes

• Partner with Community Support Product and Experience team • Build frameworks to measure ROI and cost-effectiveness of technology deployments • Develop financial and strategic analyses on support models and AI impact • Maintain cost and savings forecasts, vendor spend tracking • Collaborate on Community Support initiatives

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! Care Center Representative Make a Difference, Every Day! Are you passionate about helping others? Do you enjoy working in a service-focused environment where every interaction matters? At VRI, our Care Center Representatives respond to alerts to provide comfort, support, and peace of mind to individuals and families across the country during critical moments. If you’re looking for a meaningful role where you can make a real impact, we’d love to hear from you! Start Date: May 11th, 2026 Shifts Available: 1st and 2nd shifts available Compensation: $15/hr As a Care Center Representative, you will: - 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. - The ideal candidate will bring: Soft Skills: - Exceptional customer service and interpersonal skills. - Strong oral and written communication abilities. - Ability to remain calm and empathetic in high-pressure situations. - A self-motivated attitude with the ability to work independently and collaboratively. Technical Skills: - Proficient typing skills (35 WPM). - Familiarity with customer service software and CRM systems (preferred). - Ability to toggle between multiple screens and systems efficiently. - Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint. Education: High School Diploma or GED required. Experience: 0–1 year of customer service experience, preferably in a contact center or healthcare settings Schedules: Willingness to work weekends, overtime, and flexible hours as needed. Remote Capability Requirements: Minimum internet speeds of 25Mbps download and 5Mbps upload required. To be eligible for this role you must live in the following states: Alabama, Arkansas, Florida, Georgia, Indiana, Idaho, Iowa, Kansas, Kentucky, Louisiana, Michigan, Minnesota Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, West Virginia, Wisconsin, Wyoming 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 hr.recruiting@modivcare.com