Hello Agents,

Modivcare – Inbound Customer Service

Class Start Date: January 6, 2026

Agents,

AltaConnect is announcing the Modivcare Inbound Customer Service opportunity. This opportunity is ideal for agents who are comfortable supporting members with transportation scheduling, benefit inquiries, and time-sensitive assistance. Please review the full details below to determine if this opportunity aligns with your goals and availability.

About the Client

Modivcare is the nation’s leading managed healthcare organization specializing in non-emergency medical transportation. Agents will assist members with arranging rides, resolving issues with previous trips, understanding eligibility, and supporting transportation recovery when appointments have been missed.

Certification & Class Information

Certification Dates:

Phase I (Instructor-Led): January 6 – January 28, 2026

Phase II (Live Call-Taking): January 29 – February 10, 2026

Class Schedule (select one):

• 9:00 a.m. – 1:00 p.m. ET

• 3:00 p.m. – 7:00 p.m. ET

Format: 4-hour daily class plus paid self-study each day

Attendance: 100% strongly encouraged; missing Day 1 results in automatic removal

Certification Completion Requirements:

• Complete all quizzes, exams, and role plays

• Average Handle Time during Phase II: 850 seconds or less

• Pass three out of five Quality Audits

• Service a minimum of 24 intervals during Phase II

• Maintain a noise-free work environment

• Complete all technology and security verifications

Service Revenue

Production Service Revenue:

• $13.50 per hour ($6.75 per interval)

Certification Service Revenue:

• $7.64 per hour ($3.82 per interval)

• Paid self-study modules included

Incentives:

• Service a minimum of 12 hours per week after Phase II to earn an additional $1.81 per hour

• Service 13 hours per week during the Certification SOW and receive an additional $100 upon being offered and accepting the first Production SOW

Servicing Requirements

• Minimum of 10 hours per week during Certification; 8 Monday intervals required

• Monday is the highest-availability day (25% of all intervals)

• Intervals offered daily between 4:00 a.m. – 8:00 p.m. ET

• Strong understanding of function keys recommended

• Must display patience, empathy, and strong customer service skills when assisting members who may be distressed or anxious

Background Check & Drug Screening Requirements

• A drug screening is required

• Drug screen must be completed after background check and within 48 hours of receiving vendor email

• Background & drug screen must be completed at least 7 days before class start

• Monthly background checks are required to continue servicing

• Cost: $75 paid directly to the vendor

• A valid photo ID and mobile device are required for identity and daily facial authentication

Technology Requirements

All agents must meet the Arise system standards, plus Modivcare-specific requirements:

• Windows 11

• 12 GB RAM

• 40 GB available / 60 GB total hard drive space

• Hard-wired internet: minimum 30 mbps download, 10 mbps upload, max 50ms latency

• Dual monitors (1920 x 1080 resolution)

• USB noise-cancelling headset

• Webcam required

• USB 3.0 port required

You Do Not Qualify for This Program If:

• Commitment Adherence is below 90%

• You have dropped or failed a class within the past 60 days

• You have three class drops/fails within a 12-month period

• You are enrolled or interested in another opportunity with overlapping class times

Important Notes

• Failure to attend Day 1 results in immediate removal with no refund of the $50 class confirmation deposit

• Log-in codes are issued only after all enrollment steps are complete

• A quick PC scan and daily mobile facial authentication are required

• Self-study content must be completed according to class schedule and instructions

Next Steps

Agents interested in partnering on the Modivcare opportunity should log into the Arise portal, review the full Program Announcement, and complete all enrollment steps promptly to secure a place in class.

If you have questions or need support, please open a ticket through the AltaConnect Help Desk at:

https://wearealtaconnect.com/helpdesk