Healthcare Jobs in Delaware with TN Sponsorship

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 providers
• Identifies trends in complaint categories and develops action plans to reduce complaints effectively
• Compiles daily issue reports and provider response compliance reports
• Coordinates communication and investigation efforts within 72 hours of complaint receipt
• Submits responses to complaints within required timelines and ensures proper resolution tracking
• Manages all Tier I complaint activities, including both internal and client-related issues
• Provides timely updates to stakeholders regarding complaint resolution status
• Conducts quarterly quality initiative audits and annual audits
• Participates in client meetings related to service quality and reporting
• Establishes and maintains client files and documentation
• Develops and implements departmental policies, procedures, and process improvements
• Designs programs and organizational structures to support contract requirements
• Enhances system workflows and efficiencies within proprietary data management systems
• Acts as a liaison across teams to resolve service issues and staff concerns
• Partners with leadership to address service challenges and improve outcomes
• Researches customer satisfaction survey results and identifies improvement opportunities
• Leads projects and performs additional duties as assigned
• May require occasional travel
• Determines appropriate staffing levels to meet operational goals and objectives
• Defines and tracks key performance indicators aligned with corporate goals
• Manages, mentors, and develops employees, addressing performance gaps and career growth
• Oversees all HR-related processes including onboarding, performance management, succession planning, and employee relations
• Drives employee engagement, satisfaction, and retention through targeted initiatives
• Prepares and manages budgets, analyzes variances, and implements corrective actions

We are interested in speaking with individuals with the following…

• Bachelor’s Degree required
• Six (6) plus years of experience
• Two (2) plus years of leadership experience
• Operations experience preferred
• Or equivalent combination of education and/or experience
• Strong leadership skills and business acumen
• Ability to influence and collaborate across teams
• Strong customer service, interpersonal, and investigative skills
• Excellent verbal and written communication skills
• Experience working with geographically dispersed teams
• Self-motivated with the ability to work independently and communicate with remote leadership
• Working knowledge of interpreting and applying company policies
• Ability to present technical and non-technical information to diverse audiences
• Strong project and program management capabilities

Salary: $60,800-$70,500

This 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 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.

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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