The Customer Advocate - Travel is the person who assists states, health plans, facilities, and members with the coordination of air and ground transportation, meals and lodging. In addition, they provide a high level of customer service to all stakeholders as the main point of contact to call with issues or questions about non-emergency medical transportation.
Coordinates travel requests for members sent in from parties outlined in our contracts. Determines destination, mode of transportation, travel dates, financial considerations, and accommodations required
Reviews (travel request) sent in from designated parties assigned by the client
Books air and ground transportation requests as well as lodging using internet or phone
Educates members on meal reimbursement process and procedures (timely submission)
Taking calls and making calls to members to advise of their travel arrangements
Entering notes describing the travel arrangements that were approved by the plan
Notifying identified parties of their members' travel arrangements
Build relationships with lodging, meals and transportation companies
Any other duties as assigned
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.
Relationship Building - Ability to effectively build relationships with customers and co-workers
Qualified candidates must have a high school diploma or GED
Experience & Skills
Two (2) years of prior in-bound Call Center experience, heavy phone volume and data entry required and/or experience in a fast-paced, high-level customer service oriented environment
Travel arrangements experience a plus
Knowledge of Medicaid/Medicare guidelines and covered services a plus
Superior customer service and phone skills; strong verbal communication, writing, problem-solving, time management and organizational skills.
Must possess professional writing skills and have the ability to correspond with professionals both verbally and in writing
Ability to accurately type 35+ words per minute
Must have strong spreadsheet and database skills to include intermediate proficiency with Microsoft Excel, Word and Outlook
Must be able to learn and acquire proficiency in company's proprietary software applications
Be proactive and possess the ability to multi-task with minimal supervision
Ability to address and discuss challenges and come to the table with a resolution when speaking with a representative from the plan
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Able to sit at and work on a computer for periods of time
- Able to use the phone for periods of time
- Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves
- Ability to speak, hear and see for the assigned work day
- Repetitive key stroke/data entry for the assigned work day
- Ability to ambulate as needed for the assigned work day
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
Complex Problem Solving