Operations Specialist

LogistiCare seeks an Operations Specialist to work in support of the goals of the AZ Operation and establishes positive and effective working relationships with transportation providers, LogistiCare departments, and other related agencies to establish superior partnerships and to reduce and resolve instances of discontent. The Operations Specialist also serves as an Ombudsman in resolving problems with and mediating disputes between LogistiCare and Transportation Providers. This position reports to the Director of Operations and has informational responsibilities to the AZ General Manager. Essential Duties and Responsibilities: * Develops and maintains positive working relations with the transportation providers and LogistiCare staff * Updates Director of Operations on outcome of his/her communications with the transportation providers * Accepts complaints from transportation providers or LogistiCare staff and maintains complaint resolution database on daily basis; shares database with Director of Operations and General Manager * Establishes a timeframe for appropriate responses to issues raised by tranportation providers or LogistiCare staff * Supports LogistiCare staff and attends meetings with the transportation provider and LogistiCare as needed * Acts as a source expert on how to reach and communicate with appropriate LogistiCare departments * Communicates with the complainant concerning issues referred to LogistiCare by the tranportation provider or LogistiCare staff * Makes verbal contact with complainant within 24 hours of receipt of a complaint from the provider or LogistiCare staff * Negotiates, conciliates and creates solutions to providers' complaints and concerns * Maintains follow up contact with both LogistiCare staff and provider following resolution of an issue to ensure it remains solved * Identifies areas for improvement without fear of repercussion * Updates Director of Operations, General Manager, and LogistiCare staff regarding the resolution of complaints * Negotiates, conciliates and creates solutions to providers' complaints and concerns * Provides assistance to claims processors with difficult issues * Communicates with transportation providers when applicable * Meets all departmental deadlines * Identifies any problems with transportation billing * Maintains/updates call logs * Maintains/updates Excel spreadsheets * Attends all required meetings * Maintains an acceptable attendance and tardiness record * Adheres to company policies and procedures * Meets with management to discuss training/ workflow issues * Performs other administrative duties as assigned Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties from time to time. Education: * HS graduate or equivalent Experience: * Requires 1 year prior in-bound call center, claims or transportation experience with customer service and data entry OR 3 years provider relations experience to include conflict resolution in a transportation department Skills: * Claims processing, Customer service, and provider relations/negotiations preferred * Excellent customer service and phone skills * Strong verbal communications, problem solving, time management and organizational skills * Proficiency with Microsoft Office tools Competencies: * 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 * Interpersonal - Ability to get along well with a variety of personalities and individuals Environmental and Working Conditions: * Entire work time is conducted in an office setting LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled