Modivcare

Representative

• Answer incoming emergency and non-emergency calls, following protocols to determine priorities and dispatch responses
• Provide compassionate customer support using scripted and non-scripted responses
• Monitor a high volume of medical alerts and alarms
• Record call details, dispatches, and messages in a database in real time
• Communicate with empathy, respect, and patience
• Verify and update customer information in the system
• Troubleshoot alarm systems and report issues for timely maintenance
• Inquire about and recommend preventative healthcare services
• Manage access to highly sensitive materials and maintain strict confidentiality
• Talk and type simultaneously while navigating multiple screens and systems
• Complete new hire training and pass required compliance testing
• Perform other duties as assigned

Care Center Representative – 2ND SHIFT

Sales

• Design, develop, and administer sales compensation plans aligned with revenue, growth, retention, and strategic business objectives
• Partner with Sales and business leaders to translate sales strategies, organizational structures, roles, and desired behaviors into effective incentive plan designs
• Analyze plan effectiveness, payout results, quota performance, attainment distributions, compensation costs, trends, risks, and improvement opportunities
• Develop financial models and scenario analyses for plan designs, quota changes, incentive rates, thresholds, accelerators, caps, and other mechanics
• Provide compensation recommendations for sales roles, including eligibility, target incentives, pay mix, and positioning
• Collaborate with Finance, Sales Operations, HR, Payroll, and HRIS on plan administration, incentive calculations, data integrity, and timely payments
• Lead development and maintenance of plan documents, governance standards, eligibility rules, and operating procedures
• Conduct audits and reconciliations, investigate discrepancies, and implement corrective actions
• Advise leaders and stakeholders on complex sales compensation issues and influence decisions through data and compensation practices
• Monitor market practices and regulatory requirements and recommend competitive, equitable, and compliant program changes
• Lead or contribute to cross-functional projects involving business initiatives, organizational changes, system enhancements, and process improvements
• Prepare analyses, presentations, and recommendations for senior leaders and governance forums
• Collaborate with Compensation team members to ensure program consistency and share knowledge, tools, and best practices
• Perform other duties and special projects as assigned

Sales Compensation Manager

Business Analyst

• Support leadership by analyzing business processes, systems, and technologies to identify opportunities for improvement.
• Maintain and configure various business systems, ensuring effective operation and alignment with organizational goals.
• Serve as a systems administrator/coordinator for relevant business systems and platforms.
• Act as a subject matter expert and provide guidance and insights on technology changes and updates.
• Provide second-level technical support for teams using business systems and resolve complex issues.
• Assist team members with technology-related questions and improve system use and efficiency.
• Conduct regular business-system audits to ensure compliance and enhance operational efficiencies.
• Maintain awareness of business needs and processes and understand technology impacts on operational workflows.
• Maintain working knowledge of relevant business operations and project activities.
• Develop and manage ad-hoc reports to identify trends and track performance.
• Evaluate existing business processes and execute improvement initiatives.
• Provide resources for real-time operational adjustments and changes.
• Provide subject matter expertise to the reporting team with data validation.
• Mentor, support, and guide more junior team members.
• Lead projects and perform other assigned duties.

Business Analyst IV

Operations

• Own daily execution and operational health of the Provado network, including fulfillment KPIs, service reliability, and trip volume targets
• Lead performance improvement initiatives that reduce cost per trip while improving member experience and on-time performance
• Collaborate with Local Operations to optimize scheduling, dispatch, and regional utilization of Provado assets
• Develop standardized operating procedures for Provado market launches, implementations, and expansions
• Serve as primary liaison between Modivcare and Provado vendor partners, ensuring adherence to SLAs, compliance standards, and performance metrics
• Partner with Legal, Compliance, and Procurement on contracting, renewals, and vendor negotiations
• Coordinate with Product and Tech on Provado integration and the multimodal technology roadmap
• Work with Finance and Analytics to track cost drivers, efficiency trends, and forecast capacity needs
• Collaborate with Product and Member Care to enhance digital visibility, performance reporting, and feedback loops
• Support client and market-level presentations as an operational subject matter expert
• Lead a small team of operational managers or analysts
• Create a culture of accountability, continuous improvement, and data-driven decision-making
• Provide mentorship and development opportunities for team members and future operational leaders
• Maintain awareness of the NEMT vendor landscape and logistics operations best practices
• Represent Modivcare at relevant conferences, councils, or industry events
• Oversee licensure, insurance, and compliance functions
• Ensure operational frameworks meet or exceed regulatory requirements while maintaining scalable, efficient processes

Director, Provado Operations

Engineer

• Own the technical health, maintenance, and continued enhancement of Modivcare's Intelligent Virtual Assistant and supporting contact-center capabilities
• Design, build, test, and maintain Amazon Connect contact flows, routing logic, prompts, queues, hours of operation, security profiles, and related configuration
• Develop and support integrations between Amazon Connect, the IVA/conversational layer, and enterprise systems using AWS Lambda, APIs, event-driven patterns, and secure data exchange
• Partner with product, operations, contact-center, and business teams to translate service needs and customer pain points into technical requirements and incremental releases
• Troubleshoot production issues across flows, bot behavior, Lambda functions, APIs, data dependencies, and telephony/customer-experience components
• Lead root-cause analysis and durable remediation
• Implement change management, versioning, peer review, testing, release readiness, rollback, and production support practices
• Improve observability through logging, dashboards, alerts, traceability, and service-level measures
• Apply security and privacy controls including least-privilege access, secrets management, encryption, auditability, and secure API practices
• Create and maintain technical documentation, runbooks, architecture diagrams, and operational knowledge
• Assess new Amazon Connect and AWS capabilities and recommend adoption where they provide operational, customer, or maintainability benefits

Senior AWS Connect Engineer

Recruitment

• Lead recruitment operations and a team of recruiting professionals supporting high-volume and corporate hiring for the Mobility department
• Lead full-cycle recruiting activities across high-volume and corporate functions
• Partner with business leaders to forecast hiring demand, establish recruiting priorities, and develop staffing strategies
• Guide and oversee recruiters and recruiting support staff
• Consult with hiring leaders on sourcing strategy, candidate selection, compensation considerations, and hiring approach
• Develop and implement recruitment strategies to improve efficiency, candidate quality, speed of hiring, and candidate and hiring manager experience
• Monitor recruiting activity and analyze KPIs, trends, and outcomes
• Ensure recruiting practices comply with employment laws, regulations, policies, and procedures
• Oversee background screening and other pre-employment requirements
• Manage external recruiting partners, vendors, staffing agencies, contract recruiters, job boards, and recruitment technology providers
• Identify and implement cost-effective sourcing and recruitment solutions
• Drive continuous improvement of Talent Acquisition processes, tools, workflows, and programs
• Support implementation and adoption of recruiting technology, processes, policies, and initiatives
• Evaluate and leverage AI, automation, and emerging recruiting technologies responsibly and compliantly
• Establish annual goals and KPIs and hold team members accountable
• Provide coaching, feedback, performance management, career planning, skill development, and mentorship
• Recruit, select, onboard, and develop team members
• Monitor team workload, productivity, and recruiting outcomes
• Lead organizational, process, and technology changes
• Promote effective use of recruiting technology, automation, and AI tools
• May lead projects and perform other duties as assigned

Care Center Representative – 2ND SHIFT

Sales Compensation Manager

Business Analyst IV

Director, Provado Operations

Senior AWS Connect Engineer

Talent Acquisition Manager