Modivcare – Transportation Support Program

Modivcare – Transportation Support Program

AltaConnect is now accepting interest for the Modivcare Inbound Member Support program.

About the Client

Modivcare is the nation’s leading managed healthcare organization specializing in Non-Emergency Medical Transportation (NEMT). They partner with state and local government agencies, Medicaid programs, managed care organizations, transit authorities, school boards, and hospitals to coordinate reliable transportation services for members who need access to medical care.

This program focuses on ensuring members receive transportation to and from healthcare appointments and resolving transportation-related issues.

What You Will Be Doing

Agents serve as the first point of contact for members needing transportation support.

Responsibilities include:

• Assisting members with scheduling and confirming rides
• Supporting transportation recovery when a trip has failed
• Addressing issues related to previous appointments
• Handling benefits eligibility questions
• Navigating multiple systems using function keys
• Collaborating with internal departments to resolve service issues

Due to the nature of the calls, some members may express distress, fear, impatience, or anxiety. Professionalism, empathy, and composure are essential.

Revenue Details

Certification Service Revenue

$7.64 per hour ($3.82 per interval)

Production Service Revenue

$13.50 per hour ($6.75 per interval)

Incentives Available During Certification SOW (after Phase II):

• Earn an additional $1.81 per hour when servicing at least 12 hours (24 intervals) per week
• Service at least 13 hours per week during Certification SOW to earn a $100 bonus when offered and accepting the first Production SOW

All rates are before the 5% Platform Usage Fee.

Certification revenue is not eligible for DailyPay.

Certification Schedule

Phase 1 – Instructor-Led & Self-Study

March 3, 2026 – March 24, 2026

Phase 2 – Live Call Taking

March 25, 2026 – April 7, 2026

No class on Friday, April 3rd

Class Schedule:

Monday – Friday

10:00 a.m. – 4:00 p.m. ET

Attendance is mandatory. Failure to attend the first day results in immediate drop.

Class confirmation deposit: $50 (non-refundable).

Servicing Requirements During Certification SOW

• Minimum 10 hours (20 intervals) per week
• 8 intervals must be serviced on Mondays
• Minimum 24 intervals per week during Phase II

Servicing availability:

Daily from 4:00 a.m. – 8:00 p.m. ET

25% of all intervals are on Mondays

Equipment Requirements

• Windows 11 (fully updated)
• 12 GB RAM
• 40 GB available hard drive space
• Hardwired internet connection (minimum 30 Mbps download / 10 Mbps upload)
• Maximum latency 50 ms
• Dual monitors (1920 x 1080 resolution)
• Webcam required during class
• USB 3.0 port for headset

Agents must be prepared to go on camera when prompted. Failure to comply may result in being dropped from class.

Security & Verification

Required:

• Background check
• Drug screening
• Photo ID verification
• Facial authentication for classroom entry

Cost: $75 paid directly to vendor.

Drug screening must be scheduled within 48 hours of receiving notification.

Important: This program requires a monthly background check to maintain good standing.

Performance Expectations

Service Level Requirements include:

• Commitment Adherence ≥ 90%
• Average Handle Time ≤ 390 seconds
• Quality Score ≥ 96%
• Post Call Survey Courtesy ≥ 96%
• No more than 3 policy/process errors per month

Failure to meet service levels may result in termination of the SOW.

Ideal Fit

This program is best suited for agents who:

• Are available on Mondays
• Are comfortable navigating multiple systems
• Demonstrate patience and empathy
• Can manage time-sensitive and emotionally sensitive calls
• Thrive in structured, compliance-driven environments