Modivcare Inbound Customer Service

Agent Opportunity Announcement

About Modivcare

Modivcare is the nation's leading managed healthcare organization specializing in the management of non-emergency healthcare transportation benefits. Their client base consists of state and local government agencies (Medicaid agencies, transit authorities, school boards), managed care organizations, and hospitals. Modivcare offers a complete outsourcing solution to its clients.

Class Information

Phase I: Instructor-Led Training

Dates: February 10, 2026 – March 4, 2026

Note: No class on Monday, February 16th

Phase II: Certification Live Call-Taking

Dates: March 5, 2026 – March 17, 2026

Class Times Offered

4-hour class with paid self-study per day, Monday – Friday

Available Sessions:

• 9:00 a.m. – 1:00 p.m. ET
• 3:00 p.m. – 7:00 p.m. ET

Attendance Requirement: 100% attendance in instructor-led sessions is highly encouraged for success.

CRITICAL: If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit for this program is $50.00, and it will not be refunded. You will need to enroll in a new class if you wish to service another client program.

Revenue Opportunities

Certification SOW Service Revenue

$7.64 per hour ($3.82 per interval)

Production SOW Service Revenue

$13.50 per hour ($6.75 per interval)

Note: Revenue shown is before deduction of Platform Usage Fee (5% of invoice total).

Certification SOW Incentives

Incentive 1: Earn an Additional $1.81 per hour/$0.905 per interval

• Service a minimum of 12 hours/24 intervals per week during the Certification SOW
• Must be after the completion of Phase II

Incentive 2: Earn an Additional $100.00

• Service a minimum of 13 hours per week during the Certification SOW
• Must be after the completion of Phase II
• Bonus paid when your business is offered and accepts the first Production SOW for each agent servicing the program

Start Earning Revenue from Day 1!

Servicing Requirements

Certification SOW Requirements

• Must service a minimum of 10 hours (20 intervals) per week
• 4 hours (8 intervals) are required on Mondays
• Servicing times must be during times posted in Starmatic and as outlined in the SOW

Intervals Available

Daily: 4:00 a.m. – 8:00 p.m. ET

Most Intervals Available: Mondays (25% of all hours/intervals are on Mondays)

Special Servicing Requirements: 4 hours (8 intervals) are required on Mondays

Note: Hourly rate shown assumes the servicing of two 30-minute intervals. All servicing times and requirements are subject to change based on client needs.

What You'll Be Doing

As a Modivcare agent, you will assist members with:

• Transportation to and from appointments
• Ensuring those waiting for a ride receive transportation
• Resolving issues with previous appointments
• Transportation recovery where a scheduled trip has failed
• Benefits eligibility questions

Important Considerations

Given the nature of certain types of calls, some members may express feelings of distress, impatience, fear, or anxiety. This can pose a challenging situation to handle. However, the experience can also be highly rewarding, having the opportunity to provide valuable assistance to these members.

You will navigate through multiple client systems by utilizing function keys to ensure accurate processing of ride transportation, and collaborate with various departments within Modivcare to effectively address and resolve transportation and eligibility issues.

Ideal Candidate Profile

This opportunity is a best fit for agents who:

• Want to service Mondays, as 25% of all intervals are offered this day
• Have familiarity and/or proficiency with the use of Function Keys (certification in this skill will be provided)
• Exhibit outstanding problem-solving capabilities while providing knowledgeable and friendly customer service
• Display patience, empathy, ability to manage stress, and ability to work under pressure
• Demonstrate excellent writing and verbal communication skills

Technology Requirements

Equipment Must Meet Platform Standards

Hard Drive Space:

• 40 GB of available space
• 60 GB of total space

Memory: 12 GB of RAM

Operating System: Windows 11 (fully patched with no pending updates)

Internet Connection and Speed: Hard-Wired Connection (NOT wireless)

• Minimum 30 mbps download
• Minimum 10 mbps upload
• Maximum Latency Threshold: 50 ms (milliseconds)

Monitors: Dual Monitors (2) required with a resolution of 1920 x 1080 (Full HD or 1080p)

Webcam: Required

USB 3.0 Port: Required for use with noise-cancelling USB headsets with phone-quality audio

AGENTS MUST HAVE A WEBCAM DURING CLASS as they will need to be on camera during all engagement activities including but not limited to: Day 1 Meet and Greets, Role Plays, and Knowledge Checks. The PC scan taken during the enrollment process will check for a webcam.

Certification Requirements

Phase I: Instructor-Led & Self-Study Content

During this phase, learners will learn about the client, navigating systems, and addressing member questions and concerns. Strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation are needed.

Phase II: Certification Live Call-Taking

Learners will apply all that was learned in Phase I to live calls. After the completion of Phase II, during the Certification SOW, agents are required to service a minimum of 10 hours/20 intervals per week during times posted in Starmatic and as outlined in the SOW. For this program, 8 of these intervals must be serviced on Mondays.

Certification Completion Criteria

To successfully complete certification, you must:

• Successfully complete all quizzes, exams, and tollgates
• Timely completion of all self-paced modules with 100%
• Achieve an Average Handle Time of 850 seconds or less during Phase II
• Pass three out of five Quality Audits during Phase II
• Service a minimum of 24 intervals during Phase II
• Successfully pass role-play scenarios with quality guidelines during blended delivery
• Maintain a noise-free work environment
• Adhere to all technology requirements outlined above
• Complete the Service Partner Security Awareness self-study course and score 85% or higher on the assessment before taking calls

Important: We strongly suggest that you attend class every day, as this is critical to your company's success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.

Security and Background Requirements

DRUG SCREENING REQUIRED

A drug screen is required for this opportunity and must be completed prior to the start of class.

Drug Screen Process:

• A Photo ID Verification and a background check, including drug screening, will be prompted once you enroll in the course
• Upon submission of the background check, you will be sent an email (within 24 hours) containing information pertaining to the drug screening from the third-party vendor
• You will have 48 hours from the receipt of this email to schedule and complete the drug screening
• Failure to complete this requirement within the specified timeframe may affect your enrollment eligibility

Cost: $75.00 – paid directly to the vendor

Substances Tested: Amphetamines, Barbiturates, Benzodiazepines, Cocaine, Methadone, Methaqualone, Opiates, Phencyclidine (PCP), and Propoxyphene

Validity: Once a drug screening is submitted and completed, it will be valid for 6 months from the date of completion, with the exception of any opportunities that require additional drug screening requirements.

If you have not received the email within 24 hours of submission of your background check, please notify the enrollment specialist: [email protected]

Check your Spam and/or Junk mailboxes in case the email is there.

MONTHLY Background Checks

The Modivcare program requirements include a MONTHLY background check (background only) which agents must complete in order to maintain a business's SOW in good standing. These background checks are processed automatically by Arise monthly.

Important Credit Freeze Information

If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.

If you have recently changed your name, it may delay or disrupt the background check. Please make sure that full and correct legal name is included in your profile and provided in the background check step. Also, please ensure that Experian is aware of your name change.

Arise uses a third-party vendor to complete the background checks. Under certain circumstances, the third-party vendor may reach out to you to clarify your information. Your prompt response to the third-party vendor will accelerate the process of completing your background check and enrollment.

Photo ID Verification

You will be prompted to complete a Photo ID Verification using your mobile device during the enrollment process on the portal. You will need to have your driver's license/ID card handy and be ready to take a selfie.

Daily Facial Authentication:

• A facial authentication scan (a "selfie" using a mobile device) will be required every day when you click to enter the Virtual Classroom
• You will NOT need to go through the Photo ID verification process again; it is simply a quick selfie which you will submit by scanning a QR code
• Takes just seconds to complete
• If you do not pass the facial authentication on the first try, you will have two more attempts to complete it

Self-Study Content

Self-study modules will be available in the Arise LMS, Client LMS, Symtrain, or a combination of all three. Details on how to access the modules will be provided in class.

Important: When self-study content becomes available, you should NOT jump ahead to complete it. You should follow along with the class schedule and according to the class instructions.

Certification Service Revenue for Self-Study

Certification Service Revenue will be paid for the estimated duration of each module upon completion, regardless of the actual time spent on the module or the number of times it is completed. This is in addition to the Certification Service Revenue that will be provided for time spent in the instructor-led portion of the class and is specific only to modules completed outside of class.

Total Self-Study Time: 1,380 Minutes (23 Hours)

Daily Breakdown:

Day 1 (35 minutes):

• Legal Disclaimer (5 min)
• Modivcare Call Flow (30 min)

Day 2 (110 minutes):

• 2025 Code of Conduct, Disclosure, & Attestation (5 min)
• 2025 Foreign Corrupt Practices Act (10 min)
• 2025 HIPAA Privacy and Security (30 min)
• Arise Technology and Installation Guide (60 min)
• Modivates Minutes HIPAA Validation (5 min)

Day 3 (95 minutes):

• 2025 E911 Policy Acknowledgement (15 min)
• 2025 Electronic Monitoring Notice Acknowledgement (15 min)
• 2025 Medicare and Medicaid General Compliance and Fraud, Waste and Abuse Training (30 min)
• 2025 Utilization Review Accreditation Commission (URAC) Training (5 min)
• BPO - 2025 Cybersecurity Awareness (30 min)

Day 4 (115 minutes):

• BPO - 2025 Preventing Discrimination and Harassment Teammates (45 min)
• Modivates Minutes: SMS Messaging (10 min)
• Modivcare UAG Scavenger Hunt (60 min)

Day 5 (85 minutes):

• BPO - 2025 Americans with Disabilities Act for Teammates (30 min)
• Levels of Service Tutorial (30 min)
• Non Emergency Medical Transportation (NEMT) Training (10 min)
• United Healthcare (UHC) National Medicare Program (15 min)

Day 6 (110 minutes):

• Member Search LCAD Updates (45 min)
• Member Services Website (MSW) Agent Training (20 min)
• Sym: 104425: Basic Reservation HIPAA False / Urgent (45 min)

Day 7 (40 minutes):

• BPO - 2025 Member Health, Safety and Welfare Education Training (30 min)
• External Mission: Will Call Process - NEMT & Rideshare Trips (10 min)

Day 8 (60 minutes):

• Sym: 107410: Sleep Study (30 min)
• Sym: 107572: Mass Transit (30 min)

Day 9 (120 minutes):

• Intake Process Assessment (20 min)
• New Intake Standard Process Course (20 min)
• Sym: 107934: Mileage Reimbursement (30 min)
• The Rideshare 2.0 (20 min)
• VA Sentra Community Care Plan (30 min)

Day 10 (120 minutes):

• Cancellation Codes Training for CSRs (10 min)
• Modivate Minutes: 2024 Eligibility Readiness (5 min)
• Modivates Minutes: Flex Ride Program for Will Call (30 min)
• Modivates Minutes: Multi-Benefit Members (10 min)
• Modivates Minutes: Will Call Activation (5 min)
• Sym: 107310: Ride Cancel a Trip (One Leg Cancellation) (30 min)
• VA Sentra Commercial Plan (30 min)

Day 11 (105 minutes):

• Contact Center Complaint Intake Training & Acknowledgement (45 min)
• Sym: 108001: Will Call (TP and Rideshare) (30 min)
• VA Sentra Medicare D-SNP (30 min)

Day 12 (30 minutes):

• San Francisco Health Plan (30 min)

Day 13 (40 minutes):

• UHC National Dual Special Needs Plan (30 min)
• United Healthcare (UHC) Medicare New Grievance Process (10 min)

Day 14 (90 minutes):

• Commitment Adherence (60 min)
• West Virginia Peak Health MCR (30 min)

Day 15 (105 minutes):

• Kentucky UHC (20 min)
• NC Alliance (30 min)
• North Carolina UHC (25 min)
• Virginia (VA) United Medicaid (30 min)

Day 16 (120 minutes):

• KY NC VA Knowledge Check (30 min)
• NC Partners (30 min)
• NC Trillium (30 min)
• NC Vaya (30 min)

Production Service Level Requirements

Once you transition to Production, you will be expected to meet the following service level requirements. Service level requirements vary and are subject to change. Failure to meet one or more of the service level requirements may result in termination of the SOW.

Disqualification Criteria

You DO NOT QUALIFY to participate in this program if any of the following apply:

• Have a Commitment Adherence below 90%
• Were servicing one or more SOWs that were terminated for cause, including a 'Breach of SOW Client Policy' for any client program
• Are already in "interested" or "enrolled" status for any other opportunity
• The dates and/or times of the class for this opportunity overlap with a class for another opportunity you are already enrolled in
• Have a dropped or failed status for any certification class in the last (rolling) 60 days
• Have 3 drops or fails from any certification classes in a 12-month period

Additional Important Information

Professional Work Environment

All businesses must ensure that their agents have a professional work environment, both in class and when servicing. The work environment must be noise-free.

Login Codes

Log-in codes are confidential, user-specific, and will only be generated for confirmed course attendees.

System Access

Arise will not process system access codes required to attend the certification class until ALL enrollment prerequisites have been successfully completed and provided to Arise.

PC Scan Requirements

• A quick PC scan must be completed when you click to enter the Virtual Classroom on the first day of class
• Be sure the PC you are using for class meets the System & Equipment requirements for that program as outlined in this announcement, and that all required Windows or driver updates are completed
• Ideally, you should be using the same computer to attend class that you used to run the PC scan when you enrolled in it
• If your PC does not pass the scan, please refer to the requirements for the program and click the "retake" button

Revenue Payment

Certification Service Revenue generated for class attendance will be paid in the same cycle in which it is earned. For example, Certification Service Revenue generated from October 1st through the 15th will be paid in the second service revenue payment in October.

Note: Certification Service Revenue is not eligible for DailyPay.

Key Definitions

Certification SOW Service Revenue: Service revenue earned under the Certification SOW.

Production Service Revenue: Service revenue earned under the Production SOW.

Statement of Work (SOW): The SOW is a contract between Arise and the Service Partner, governed by the Master Services Agreement. The SOW outlines the Program-specific contractual obligations.

Certification Statement of Work (SOW): A Statement of Work between Arise and the Service Partner that runs from Day 1 of class (first day of Phase I) to the end of the certification SOW period as noted in the SOW. A Certification SOW will run, on average, between 8-10 weeks.

Production Statement of Work (SOW): A Statement of Work between Arise and the Service Partner pertaining to services after the successful completion of the Certification SOW.

Disclaimer

This Program Announcement is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between this announcement and the SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Ready to make a difference in people's lives while earning competitive revenue? Enroll in Modivcare TODAY and start your journey in providing essential transportation assistance to those who need it most!