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.

$14.00 hourly
LogistiCare Fall River, MA, USA
Nov 14, 2018
Part time
The Maine or Massachusetts Driver ("Driver") is responsible for the safe and dependable transportation of members throughout the local area as defined through a mileage radius from the operations center. The Driver will exhibit an in-depth knowledge of and ability to navigate the local area utilizing the most reliable and efficient routes possible while transporting members. As this role will have daily interaction with members, the Driver is expected to exhibit excellent customer service and communication skills. The Driver must comply with the expectations of our contracts and all applicable Federal, State, and Local regulatory standards for driving and vehicle safety. ESSENTIAL FUNCTIONS Provide safe and timely transportation by transporting/driving members to and from medical facilities and/or home in a timely manner Patience and compassion for the members' needs and the willingness to help member as appropriate Utilize maps to locate hospitals, medical facilities, and member home addresses Complete Trip Sheet on a daily basis fully recording each transport and entering Trip Sheet data into computer systems Confirm ambulatory/wheelchair van or other assigned vehicle is maintained and is in good working order; keep unit clean Responsible for completing mechanical checklist for vehicle at the start of each shift Report vehicle mechanical problems to Transportation Manager promptly Adhere to all company policies and procedures including the vehicle policy Adhere to all LogistiCare Driver Qualification Standards applicable to Maine or Massachusetts Adhere to and comply with HIPAA and information systems security policies and procedures Attend Information Systems security training, when offered Report Information Systems security problems to his/her Supervisor promptly Report HIPAA incidents to Transportation Manager and HIPAA Compliance Officer promptly Performs other duties as assigned POSITION QUALIFICATIONS Competency Statement(s): Analytical Skills - Ability to use thinking and reasoning to solve a problem Responsible and Conscientious -- Must demonstrate proper care while operating a company vehicle 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 members' 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. Management Skills - Ability to organize and direct oneself 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 time constraints and other stressful situations REQUIREMENTS Education High school diploma or GED. Experience Must be at least 21 years of age.  Minimum of six months prior work experience. Prior position that required driving a plus Must have had a valid driver's license for at least three (3) years in the State of hire, or a State that borders the State of hire Must be able to pass a background investigation and a DMV record check Driving record must remain in compliance with LogistiCare Driver Qualification Standards applicable to Maine or Massachusetts Effective oral, written and interpersonal communication skills SKILLS & ABILITIES Must be able to access and use applications on a tablet device Must be able to use a GPS device Must be able to use a hands-free mobile phone Must be able to complete on-line, computer-based training Must be able to operate any Class 3 vehicle; sedan, van, or SUV 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. The majority of the employee's work time is spent in a vehicle transporting members within the local area, although occasional long distance trips can be expected. Less than 10% of the employee's work time will be spent in an office environment. The noise level in the work environment is usually moderate. 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. The employee is required to drive up to eight (8) hours each work day, in city or rural conditions, on secondary roads and on highways. While performing the duties of this job, the employee is regularly required to speak and hear, both in person and on the telephone. The employee is regularly required to use his/her hands to finger, handle, or feel. The employee is frequently required to stand, walk, reach with hands and arms and lift and/or move up to 200 pounds. Specific vision abilities required by this job include meeting the vision requirements to obtain a driver's license, with or without corrective lenses or glasses. Specific hearing abilities required by the job include being able to hear individuals speaking in person and on the telephone, being able to hear emergency sirens, vehicle horns, and vehicle radio. Other Physical Requirements: More than once a day Lifting 1-25 lb. Bending, twisting Pushing/pulling loaded wheelchair up to 200 lb. Walking Grasping Securing a wheelchair  Several times per week Lifting 26-50 lb.  Reaching overhead and laterally  Crouching  Assisting a member up and down stairs in a Stair Chair, with another person assisting (Massachusetts only) Less than once a day Pushing/pulling loaded wheelchair over 200 lb. Crawling Kneeling Driving up to 14-hours Clearing snow from around on a vehicle LogistiCare is an Equal Opportunity Employer.   BENEFITS Medical Optum Rx Disability Dental EAP Vision Legal Voluntary Life Insurance Group Life & AD&D Flexible Spending Account
$14.00 hourly
LogistiCare Brockton, MA, USA
Nov 14, 2018
Part time
The Maine or Massachusetts Driver ("Driver") is responsible for the safe and dependable transportation of members throughout the local area as defined through a mileage radius from the operations center. The Driver will exhibit an in-depth knowledge of and ability to navigate the local area utilizing the most reliable and efficient routes possible while transporting members. As this role will have daily interaction with members, the Driver is expected to exhibit excellent customer service and communication skills. The Driver must comply with the expectations of our contracts and all applicable Federal, State, and Local regulatory standards for driving and vehicle safety. ESSENTIAL FUNCTIONS Provide safe and timely transportation by transporting/driving members to and from medical facilities and/or home in a timely manner Patience and compassion for the members' needs and the willingness to help member as appropriate Utilize maps to locate hospitals, medical facilities, and member home addresses Complete Trip Sheet on a daily basis fully recording each transport and entering Trip Sheet data into computer systems Confirm ambulatory/wheelchair van or other assigned vehicle is maintained and is in good working order; keep unit clean Responsible for completing mechanical checklist for vehicle at the start of each shift Report vehicle mechanical problems to Transportation Manager promptly Adhere to all company policies and procedures including the vehicle policy Adhere to all LogistiCare Driver Qualification Standards applicable to Maine or Massachusetts Adhere to and comply with HIPAA and information systems security policies and procedures Attend Information Systems security training, when offered Report Information Systems security problems to his/her Supervisor promptly Report HIPAA incidents to Transportation Manager and HIPAA Compliance Officer promptly Performs other duties as assigned POSITION QUALIFICATIONS Competency Statement(s): Analytical Skills - Ability to use thinking and reasoning to solve a problem Responsible and Conscientious -- Must demonstrate proper care while operating a company vehicle 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 members' 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. Management Skills - Ability to organize and direct oneself 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 time constraints and other stressful situations REQUIREMENTS Education High school diploma or GED. Experience Must be at least 21 years of age.  Minimum of six months prior work experience. Prior position that required driving a plus Must have had a valid driver's license for at least three (3) years in the State of hire, or a State that borders the State of hire Must be able to pass a background investigation and a DMV record check Driving record must remain in compliance with LogistiCare Driver Qualification Standards applicable to Maine or Massachusetts Effective oral, written and interpersonal communication skills SKILLS & ABILITIES Must be able to access and use applications on a tablet device Must be able to use a GPS device Must be able to use a hands-free mobile phone Must be able to complete on-line, computer-based training Must be able to operate any Class 3 vehicle; sedan, van, or SUV 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. The majority of the employee's work time is spent in a vehicle transporting members within the local area, although occasional long distance trips can be expected. Less than 10% of the employee's work time will be spent in an office environment. The noise level in the work environment is usually moderate. 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. The employee is required to drive up to eight (8) hours each work day, in city or rural conditions, on secondary roads and on highways. While performing the duties of this job, the employee is regularly required to speak and hear, both in person and on the telephone. The employee is regularly required to use his/her hands to finger, handle, or feel. The employee is frequently required to stand, walk, reach with hands and arms and lift and/or move up to 200 pounds. Specific vision abilities required by this job include meeting the vision requirements to obtain a driver's license, with or without corrective lenses or glasses. Specific hearing abilities required by the job include being able to hear individuals speaking in person and on the telephone, being able to hear emergency sirens, vehicle horns, and vehicle radio. Other Physical Requirements: More than once a day Lifting 1-25 lb. Bending, twisting Pushing/pulling loaded wheelchair up to 200 lb. Walking Grasping Securing a wheelchair  Several times per week Lifting 26-50 lb.  Reaching overhead and laterally  Crouching  Assisting a member up and down stairs in a Stair Chair, with another person assisting (Massachusetts only) Less than once a day Pushing/pulling loaded wheelchair over 200 lb. Crawling Kneeling Driving up to 14-hours Clearing snow from around on a vehicle LogistiCare is an Equal Opportunity Employer.   BENEFITS Medical Optum Rx Disability Dental EAP Vision Legal Voluntary Life Insurance Group Life & AD&D Flexible Spending Account
$13.00 hourly
LogistiCare 400 Southborough Drive Ste 1, Floor S, Unit 2 South Portland ME 04106
Nov 14, 2018
Full time
At LogistiCare ME we offer a career where we work  NO WEEKENDS, NO HOLIDAYS and ONLY DAY SHIFT HOURS !   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 into LogistiCare's system 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 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 REQUIREMENTS 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 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 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 Ability to answer a high volume of calls up to 100+ calls per 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. BENEFITS Medical Optum Rx Disability Dental EAP Vision Legal Voluntary Life Insurance Group Life & AD&D Flexible Spending Account LogistiCare is an Equal Opportunity Employer.