LogistiCare

The Maine Contact Center of LogistiCare has two prongs of business:

State of Maine

We are the broker for MaineCare (Medicaid) Transportation services for a good part of the State.
We help people with their transportation needs for MaineCare services. These services can include doctors, specialists, mental health services, substance abuse services, day treatment or programs, and specialized services such as dialysis.

We do this by finding them rides to these services and appointments with transportation providers, offering mileage reimbursement, or providing tickets for them to use mass transit. We contract with transportation companies, we employ some drivers, and we have volunteer drivers who get paid by the mile.

The Contact Center Customer Service Reps take these reservations, modify existing reservations, or trouble shoot when drivers are running late, or when the member getting the ride needs assistance or has a concern.

State of Massachusetts

We contract with three insurers in Massachusetts who offer clients Medicare Supplemental Plans that include transportation to health-related services.

We then contract with transportation companies in Massachusetts to provide these rides.
The Contact Center Customer Service Reps, based in Maine, take these reservations, modify existing reservations, or trouble shoot when drivers are running late, or when the member getting the ride needs assistance or has a concern.

General Information

The Maine Contact Center is open Monday through Friday, 8:00-5:00. Most reps work 8:00-4:30, or 8:30-5:00, with a half hour off for lunch. There are no night or weekend hours.

We are closed: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day, and employees get holiday pay for those days after 90 days of employment. Employees also get two floating (paid) holidays they schedule to be off, with supervisor approval.
Positions are full time with benefits.

$14 yearly
LogistiCare 400 Southborough Drive Ste 1, Floor S, Unit 2 South Portland ME 04106
May 23, 2019
Full time
FULL TIME -DAY SHIFT (No nights or weekends!) CONTACT CENTER  LEAD POSITIONS AVAILABLE!!!! WE OFFER HEALTH & DENTAL BENEFITS -- PAID HOLIDAYS -- VACATION TIME!!!   The Contact Center Lead ensures that all team members have adequate resources, are proficient in their daily tasks and provides assistance with escalated situations. Serving staff by staying visible and walking the floor answering questions. ESSENTIAL FUNCTIONS Answers employee questions and takes escalated calls Coaches agents on quality and key scorecard performance Supports phone and queue work as needed Initiates IT service requests as needed Assists/takes escalations and complaints Leads and manages by observations and coaches in the moment Monitors client and team resource performance Provides contact center management with staff performance feedback Will takes calls during weekly shift to maintain an accurate understanding of position requirements Live monitoring queues and skills while communicating needed changes to National Command Center Other duties assigned POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly 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 Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems Relationship Building - Ability to effectively build relationships with customers and co-workers Working Under Pressure - Ability to complete assigned tasks under stressful situations Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy   Education High School Graduate or General Education Degree (GED) Experience 2 to 5 years contact center customer service experience is strongly preferred 1+ year(s) experience in a lead position strongly preferred Skills Excellent customer service and people skills and must be able to work independently or with a team Ability to quickly learn new technology and processes Must be able to understand and follow complex instructions Read, write and understand English fluently Ability to accurately type 35wpm WORKING CONDITIONS Physical Demands 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. Physical Requirements - 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 10 pounds and reach/bend to retrieve items in cabinets and shelves - Required to be at the work location to perform job functions - 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 WORK ENVIRONMENT 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.
$14 yearly
LogistiCare 400 Southborough Drive Ste 1, Floor S, Unit 2 South Portland ME 04106
May 23, 2019
Full time
The Customer Advocate schedules, routes and dispatches trips to third-party providers and handles the coordination of pre-scheduled trips to medical facilities. ESSENTIAL FUNCTIONS Schedule route and dispatch trips to all manner of providers Assist in coordination of mass transportation when needed Administer trips for volunteer/ independent drivers and mileage reimbursement program Completes all documentation and process task associated to mileage mapping and application procedures if responsible for volunteer/ independent drivers and mileage reimbursement programs Works closely with transportation providers and health care facilities to resolve problems Assigns reservations to network providers to ensure that vehicle resources are used most efficiently and effectively to meet client demand Responsible for daily communication with transportation providers Ensures accurate trip data input Other duties as assigned. POSITION QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Competency Statement(s) Analytical Skills -- Ability to use thinking and logic to solve everyday problems. 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 General understanding of transportation systems   Education High School Graduate or General Education Degree (GED) Experience At least 1 to 2 years customer service experience in an inbound call center environment with heavy phone volume and data entry preferred 1 to 2 years of routing, scheduling and/or dispatch experience preferred Prior in-bound call center experience preferred Knowledge of transit system a plus Knowledge of Medicaid guidelines and covered services plus SKILLS & ABILITIES Excellent customer service & phone skills Proficient with Microsoft Word, Excel, and Outlook Ability to work independently or within a team Must be able to handle heavy phone volume when tasked to assist WORKING CONDITIONS Physical Demands 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 WORK ENVIRONMENT 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.
$13 - $13 yearly
LogistiCare 400 Southborough Drive Ste 1, Floor S, Unit 2 South Portland ME 04106
May 23, 2019
Full time
FULL TIME -DAY SHIFT (No nights or weekends!) CUSTOMER SERVICE REPRESENTATIVE POSITIONS AVAILABLE!!!! WE OFFER HEALTH & DENTAL BENEFITS -- PAID HOLIDAYS -- VACATION TIME!!!   The Customer Service Representative (CSR) interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. He/She also ensures the efficient and accurate entering of all requests using proprietary software as well as documenting complaints and issues while providing superior customer service to members. ESSENTIAL JOB FUNCTIONS Assist customers with transportation questions and concerns - Schedule, modify and cancel reservations as requested - Obtain and document details of any complaints being filed - Receive and document customer concerns - Ensure that all relevant customer information is documented Policy Adherence - Attend all required meetings - Adhere to and ensures all company policies and procedures are maintained - Maintain an acceptable attendance and tardiness record Customer Service - Ensure accurate trip data input - Maintain a polite and courteous manner at all times - Demonstrate sincere personal commitment to producing high quality work - Refer unresolved customer grievances to designated department for further investigation and resolution - Promote a positive working environment - Other duties as assigned POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly 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 Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy   Education High School Graduate or General Education Degree (GED) Experience Six months to one year prior contact center experience and/or prior customer service experience with heavy phone volume and data entry strongly preferred Skills Excellent customer service and people skills and must be able to work independently or with a team Ability to quickly learn new technology and processes Must be able to understand and follow complex instructions Read, write and understand English fluently Ability to accurately type 35wpm Ability to answer a high volume of calls up to 100+ calls per day WORKING CONDITIONS The physical requirements that must be met and the work environment characteristics outlined below are representative of those that an employee will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements - Able to sit at and work on a computer with headset for periods of time - Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves - Required to be at the work location to perform job functions - Ability to speak, hear and see for the assigned work day - Repetitive key stroke/data entry for the assigned work day - Minimal ambulating WORK ENVIRONMENT 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.