customer service representative

delivery driver

call center representative

care coordinator

bilingual customer service associate

Modivcare

A typical day of work with Logisticare consisted of inbound/outbound calls. Scheduling transport per our members individual plan specifications. Routing and rerouting transportation providers that were accurately able to provide accommodations for the different levels of service we catered to in transport. Handling escalated calls with a resolution and compassion as expeditiously as possible to ensure our members that our #1 concern are their needs and they are the only person in the world that has our attention until their transport has arrived and they are safely home.

I learned how to smile through the phone and to adapt quickly too many different people from many different walks of life. Learning how to read a members situation by simply listening, asking questions, and recapping all comments, questions, and concerns in a timely fashion, yet reassuring their needs and requests are being addressed  (more often of times than not a team effort providing immediate action is taken while the member is still on the line). I also learned how to provide the type of customer service that I would expect myself. With Logisticare learning how to identify with every situation with one question "if this members’ situation was in fact my situation, what would I want and expect"? There is only one answer, I want the person on the other end of the phone to do their job. Provide me with the services that I am requesting with a pleasant demeanor or respectfully give me the information I need to have a clear understanding of policies and procedures and the information I will need to inquire about making changes to my coverage.

Management with Logisticare taught me that knowing your team/co-workers and our strengths and weaknesses as a whole and separately are important. To improve both strengths and weakness simultaneously is basic logic, with positivity. Projecting a "can do" attitude instills a positive motivation that is naturally infectious driving people to seek out knowledge, help others, and be a team player to reach a common goal. A team that functions together to acquire "a job well done" while encouraging, motivating, sharing and accepting information and in some cases listen to suggestions will create a consistently successful team. What I have also learned is that I have been fortunate. The simplicity of one phrase speaks volumes "attitude reflects leadership".  Product knowledge, attitude, positivity, listening, communicating and fairness paired with drive and a willingness to learn will ultimately lead some to contentment and stability with their position and others will advance continuing to produce a positive work environment with innovative thinking. 
 
The hardest aspect with Logisticare had been gaining the trust of a complete stranger when NOT being able to accommodate their requests due to policies and procedures. There were the occasional situations of having to advise a member due to pending authorization or other reasons per their plan processing their request could not be completed. Providing them with their members service representative is the next required step, in addition another voice to advise what our representatives could not do would likely escalate the callers agitation, I quickly realized that tone of voice used is a defining factor in gaining tolerance from a member long enough to allow a detailed explanation why the reservation completion was not an option in that moment. Identifying with their frustration and reversing the situation allowed me to truly understand and empathize with our members therefore instilling trust in them that I care about their reservation and they had my full attention, listening and empathizing would provide me enough time to coordinate team efforts to expedite early authorization or instruction initiating contact on members behalf for immediate action versus the member waiting and additional 48-72 hrs to receive possibly latent information. 
 
For this particular position assisting members with in taking, documenting as well as providing accurate information, directions and time frames are key factors. Keeping the main focal point of listening so that accommodating their specific need/ requests with 100% accuracy is assured. Boosting their faith in our abilities to assist them, empathizing with their needs and providing results that ensure accuracy scheduling of transport as requested within the mandated policies and procedures is not in question, leaving no  possible variables for "pending" reservations which significantly decrease any transport delays. The thankfulness in the members’ voices with followed by relief and their appreciation for taking care of them and just simply being nice and doing a good job their thanks were the most enjoyable for me by far.

I worked there about 4 years. It was good in the beginning-simple and to the point job, however over time a more stressfull workload was added, and compensation was not. Its your typical call center where metrics are everything as well. 

*PROS:
>TIME OFF: If you need a day off YOU GET IT as long as you have the time for it and put it 2 weeks beforehand.

>COWORKERS: I never had an issue with anybody. Most people hired are truly servant leaders they are the caring types.

>MOVEUP: This is no different than most other call centers. People are constantly quitting or getting fired so vertical/horizontal positions are nearly always available with a little bit more pay.

>STABILITY: I don’t see this industry or business going anywhere anytime soon. You also really have to mess up to get terminated. Be nice to the customer and get to work on time do your job you won’t have an issue here.

>LEADERSHIP: Many of the team leads, and middle management have worked themselves into those positions from the ground up. They know how it is to be just a low level employee. Some humble knowledgable people working those positions.

*CONS:
LACK OF TRAINING: Over the years they have improved the training process, however its not enough. The trainers have been there a long time and seem to still be inexperienced. You will also one day come in to sit at your desk only to find out that your doing something different and your only training will be a piece of paper with general instructions, and off you go.

PAY: As most calls centers your expected to take on a huge volume of calls, and get paid 12.50 an hour to deal with A LOT of very irate, irrational people day in day out. It truly is not worth your mental health. 

RAISES: Goes along with Pay as I mentioned above, however this company will give you yearly raises of peanuts! An old coworker of mine received a raise of 18 cents after working there 2 years! I personally received a 48 cent raise once after 4 years.

WORKLOAD: Your expected to take on a massive volume of calls along dealing with all sorts of issues. Your doing the job of two departments because “cross training,” which in turn burns you out! You also take on multiple states with different laws, rules etc. that your somehow supposed to know on the fly.

CUSTOMERS: You’ll get people call in to make a reservation or find out where their ride is that have some sort of speech impairment or brain malfunction and you’ll be expected to finish that call within a few minutes. Imagine explaining to someone that it will take 30 minutes for their ride to arrive to their home, yet they still don’t even understand that simple concept and then become irate! Its literally ALL DAY EVERYDAY! You’ll even get the regulars (irate, irrational, abusive). You’ll see what i mean if you get hired!

THE EQUIPMENT: The chairs are falling apart and extremely uncomfortable. Nobody cares. However, leadership will get really nice chairs lol! The computers were updated, however they’re still junk and slow, but you need to be fast of course. The inside of the building is lacking lighting, feels dirty, and depressing. The break room has messed up chairs and tables that move from side to side. 

BREAKS: You get two 15 minute breaks and a 30 minute lunch. IF you go over your 15 minute break the next day one of your breaks is deducted. Be prepared to bring your lunch as it will take you a good 10-15 minutes just to get somewhere to grab something to eat from the building.

I hope my review helps. Good luck!

I started there and was not fully trained on what I was supposed to do. The supervisor was out most of the time which worked in my favor. while she was out I picked up the job pretty quickly and was even recognized as an exceptional CSR. My supervisor however didn't actually like me. I'm not sure if it started when I got hired on by another supervisor from an other department or what. I am certain that I noticed that she had a problem with me when I made it clear that I was there to work and not to play. Most of the people in my section were in her clique where she was the queen bee and they were her crew. They were always off the phones talking and playing around while I was working. I guess I was making her look bad since I wasn't playing around with them and I'd decided to try to get moved to another department where I could work and be professional without being looked down on. I don't like cliques and don't do well in them so I don't like being associated with that kind of atmosphere. One of the lady's that worked there longer that I had and was leaving the company for another job tried to warn me that I wouldn't be there too long if I didn't get into the clique. Shortly there after they started talking about my weight. I'm not a small girl but I also know I'm very pretty too. When that didn't work to break me she stopped  talking to me and all of the orders I got came to me through the team lead. I didn't know that I was being told to do things that could cause me my job until the day before I got fired. Another one of the lady's there wanted to have a valentines potluck and an hour and a half before the day was over she was around going asking what everyone would bring. Before she got to me the supervisor stopped her and told her not to ask me since I wouldn't be there much longer. I didn't appreciate hearing her discuss my impending termination with my then coworkers and was going to report her to HR, but I was fired the next day. I filed for unemployment the same day. When they called the company to get their side of the story she stated that I was avoiding taking calls because I put the customers on hold which was part of my job. M job was to take calls from customers on Medicaid who needed rides to or from their doctors appointments if their ride didn't show up and call the transportation company to find out where the driver was so I had to put them on hold. She said I'd been warned before about that but couldn't produce any paperwork that I had been spoken to and put on any corrective action because I hadn't been. Basically she lied on me as much as she could to keep me from getting unemployment. In the end the lack of proof provided and the fact that I stated on my termination paperwork that I hadn't received any coaching or warning before I was terminated the found in my favor that I was terminated through no fault of my own. I will never work for this company again. My feeling on this is any place of employment where being in a clique and stroking someone's ego is more important than the actual work or treating your employees like human beings is not a good place to work for decent hard working people. After this job I never wanted to step foot in a call center again they all seem to be like this and my personality doesn't fit that kind of mold.

I invested almost 9 years in the ModivCare (formerly LogistiCare) Texas operations. During my tenure the company went through many changes of growth in business and loss of business. This operations has experienced every workplace challenge in the book from high turn over, poor/unfair compensation, poor morale, bad to decent customer service experience (members and stakeholders), lack of training at all levels, lack of leadership support, poor and unsafe operations management. It is difficult for this company to keep good employees. Many employees tried to stick in out on the hope of many (broken) promises from leadership of changes to come to improve the overall workplace and day-to-day operations. The final straw was to have executive leadership do an on-site visit with the intention of hearing staff members feedback to improve the operations…only to result in more employee dissatisfaction and all hope lost. For example, in a room full of executives a group of us being told “we are not focused on reviewing employee compensation because we have come to an understanding that ModivCare has become a stepping stone for employees to get their experience and move on”. This infuriated many leadership and staff due to many of us being there with high hopes of executive leadership reevaluating staff compensation to make it fair, competitive, and balanced with the rapid growing economy of Austin (it was overdue). I will acknowledge the small positive changes that were made. When corporate began managing the day-to-day operations and hiring it did resolve some issues of favoritism and hiring unqualified candidates for critical roles. There were failed and somewhat successful software and leadership development programs that were put in place. Many unfinished projects or redirected goals due to frequent turn over in senior management roles as well. During my tenure I witnessed mass hiring due to rapid poorly planned business growth and mass firing due to loss of business or desire to reduce the cost of manual labor. My last year with the company (2022), senior management was a focused on lean foundations and principles. Without warning critical to front line positions began to be eliminated. Including complete departments. Without any option for staff to move into different roles regardless of their tenure, exceptional performance, or management level. There are many other companies worth working for. Don’t waste your time investing in a company that will not invest in you, your staff. As thousands of members told me on a weekly basis “ModivCare doesn’t care. They only care about their financial gain. “ 

I should've felt alarm at the fact that they called me literally 20 minutes after I filled out an online application. The pay is horrible for what you have to deal with. Someone quit every week. I dont even know where to begin to describe the horror stories. I dont know if its the location In North Haven,CT that lacks worth or if it's the entire company. This job is so stressful I began developing anxiety and discontent with myself. They pay you a miserable $12/hr. compared to all other call centers, which pay $15+. The health care is PURE non-sense. You are expected to pay for $2,500 out of pocket in medical expenses before they start to pay for anything. At my interview the person who hired me promised things that would never come to pass. He promised a $400 bonus every month based solely on good attendance. Basically if you came to work on time, didnt leave early, or called out you were guaranteed the bonus. It wasnt until my probational period was up that they informed me that you first must take more than 100 calls and received passing grades on them all, which is impossible when working with elderly people who cant speak quickly enough to meet the 3 minute goal you are given. He promised a total of 4 weeks vacation a year, which made me definitely want to take the job. This was also a huge lie, you are given a week after 90 days and every 2 weeks if you dont call out you are awarded 2 hours. I was pleased with the job despite of this until the arrogant general manager decided to give our group of 6 girls a total of about 5 different plans, with one of them alone having 2,100 members. Customers were on hold for almost 3 hours, because they took on contracts without having the proper man power. They went as far as to even tell you that you had to limit the amount of times you went to the bathroom. She went in the restroom to ask one of the girls back to her desk. They dont care about their employees at all they treated us horribly. It got so bad girls started calling out days at a time and quitting left and right. They didn't have a clue what to do and lost control. The only thing this place had worth dealing with was great people and unity. The girls I worked with, including my supervisor, were great people. They made light of the situation. I wouldn't recommend this place to anyone PLEASE STAY AWAY! DONT FALL FOR THEIR SCAMS

Speaking from the view of a entry level position, I believe this is an excellent opportunity to get your foot in the door of a call center and transfer these skills that you learn to another opportunity once it arises.  It is great so long as you do not mind getting paid on the extremely low end of call center work.  It can be very hard with the demographic that you deal with on the phones and the high pressure high call volume work that you deal with on the busiest days, but it passes by the time more quickly and gets you the experience of dealing with some of the difficult calls.  It is an inbound call center for medical transportation for state funded programs.
The office is very diverse and lax.  You will either really enjoy the atmosphere the company is trying to promote or you will find it too unprofessional for your liking.  Some people cannot handle how informal the office setting is.  Like I said, it is a very diverse company.  It is very far a part from the typical white collar position people look for.  I feel like the people who work there are great and fun to be around.  The place definitely isn't for anyone who is not up-tight.
The supervisors are very diverse and have an open door policy.  As long as you are up front and honest, it will go a long way with leadership.  They are fair and try to be understanding.  Of course, people will gripe about how strict the attendance policy is, but that is what comes with any call center customer service position.  Often times it is hard for you to get feedback on your performance, but if you ask for hard numbers, you will get it.
The office houses a lot of employees.  It is often easy to get lost in the shuffle if you are looking for advancement.  So long as you show your commitment, you have good attendance, and you ask for additional responsibilities, you will get noticed.  However, you can tell sometimes where there is a slight bit of favoritism that may get you further than someone else.
The company has made huge strides in culture and promoting positivity, but it does have a bit to go with leadership.  A lot of focus needs to be made on the choices of leadership as well as the training and professionalism exhibited by the leadership staff.

The jobs provided are suitable if you have no outside obligations and are able to adhere to the a strict schedule and company policy with a slim area for mishaps.I would recommend this job for a high school graduate who is still undecided on their life path. It offers a steady substantial pay and free weekends and nights. There is a rapid change in policy and daily functions on a weekly if not daily basis. The ladder of command is non existent. There is a lack of communication  between The Big Heads, Managers, leads and CSR. There is no real structure. The morale of the actual call center is like a detention center. Employees complaining on there breaks,dreading returning back to their cubicles, praying for the day to just be over. I know this is common at every job .... believe me when I say its 80 percent of the employees from different departments that feel this way. For a company that thrives off the empathy and understanding  that the CSR's( The front line )provide to their members; there is a huge lack of it at the Miami Lakes facility . It is a job and we are all adults but we are still human and deserve compassion and understanding. I don't see the problem being fix in anytime soon. They also lack Soft Skills, which is important in a work environment that is extremely stressful. Promoting employees who have the work ethic but lack the leadership skills to teach and lead fellow CSR in the correct path of growth. Those who do have the leadership skills get look over due to the lack of hitting numbers/Stats. When you have a small team you should be able to pinpoint the strong points and weak points in your team. People have different attributes that are more beneficial in different areas. A leader capitalizes on this for the overall benefit of the team. In my opinion the employee who are still withstanding should be compensated in some to make up for all the company mismanagement

Following the Chapter 11 restructuring and leadership changes, several new policies were introduced that significantly impacted the work environment. Employees who live within forty miles are now required to return to the office depending on their business area, while remote employees are required to remain on camera throughout the entire workday.

For talent acquisition professionals, this approach creates an awkward and impractical work environment. Recruiters spend most of the day conducting interviews, meeting with hiring managers, and having confidential conversations with candidates. Being required to stay on camera in a shared virtual room while interviewing or speaking privately with candidates feels uncomfortable and unnecessary.

The policy creates a sense of constant monitoring rather than trust and autonomy. Instead of focusing on outcomes such as candidate pipelines, interview volume, and successful hires, the emphasis appears to be on visible activity. This is particularly challenging in a role that requires privacy, professionalism, and the ability to move fluidly between interviews and meetings throughout the day.

Overall morale has been impacted by the level of micromanagement and the lack of flexibility introduced after the leadership change.

Advice to Management
Consider implementing policies that reflect the nature of different roles. Talent acquisition teams work best when measured by recruiting outcomes and hiring metrics rather than continuous camera monitoring. Building trust and allowing recruiters the autonomy to conduct confidential candidate conversations would create a more productive and respectful work environment.

With the new camera on mandate, the computers provided by the company are causing our calls to lag, systems, and overall performance of the computer. I believe this is due to being required to be on camera for 8 hours a day. 

They did not think this through. You will have a lot of turnover and no one cares nor wants accountability. 

Stay far away from this place. Management of call center is rude and so unprofessional.  She  publicly shames you if you don’t meet the specific goal for that day/week. She posts it on Webex for EVERYONE to see then talks down to you every time you ask a question that you cannot resolve by yourself.   I have tangible prove she and other management have done.  The pay is minimum wage for a high stress job. Working with members isn’t even the problem.. it’s only the management who need to be re-educated on how to talk to their employees.  And how to train them effectively. Policy’s change weekly and we don’t always get notified. VERY VERY high turnaround. I started training in a group of over 30 people and their was about 5 or 6 other groups that were in different training classes of 30 or more.  And when I left here I can accurately say there was about 3 people still there. And other reps are always looking for another job. They actually consider an employee a tenured rep after being there for barely 1 year.  That’s how quick other reps leave this place. This job isn’t hard and I enjoyed talking to members. But the management rushes you off the phone. You are required to cut people off if they start talking about something other then booking a ride-which is clearly rude.   And I’ve been told by members many times that I talk to fast. I have to talk fast because calls cannot be over 4 mins.  Otherwise you get corporately shamed in front of other colleagues.  For breaks/lunches/personal aux time if you are over the allowed time by 25 seconds you get in trouble.  They micromanage EVERY LITTLE THING. No wonder why they lost their contract with CONNECTICUT Medicare/Medicaid members.  They don’t provide any supplies you may need to do your job. And yes, I mean paper/pens.   If you are looking for just temp work, yeah apply, they hire anyone.  But I would never ever go back to a poorly managed place like this! 

Working at Modivcare was one of the most challenging professional experiences I’ve had. The job description provided during the hiring process was extremely misleading, and the role ended up being very different from what was originally presented.

Employees are frequently expected to take on multiple responsibilities outside of the positions they were hired for, yet there is no additional compensation for the increased workload.

Salary growth is also extremely limited. Even as responsibilities expand and employees take on the work of multiple people, pay remains unchanged. This creates an ongoing cycle of burnout and frustration that leadership does not appear to actively address.

Another concerning policy is the level of micromanagement. Employees are required to remain on camera for the entirety of their 8-hour shift. This level of constant monitoring creates an uncomfortable and stressful work environment and demonstrates a lack of trust in employees. Rather than fostering a professional atmosphere, it often feels like employees are being watched every minute of the day.

Training for new employees is also inadequate. New hires are not given proper guidance, and after limited training they are expected to quickly navigate complex responsibilities on their own. When questions are raised, they often go unanswered, with the response frequently being that “this is how it’s always been done.” Unfortunately, outdated processes and mindsets do not work in today’s environment.

Between the high turnover, unrealistic workloads, lack of pay increases, insufficient training, and mandatory on-camera monitoring, the work environment does not feel sustainable. Members, employees, and providers often feel treated more like numbers than people. Until leadership addresses these systemic issues, it would be difficult to recommend working here.

Top Job Titles	Average Salary
Customer service representative 2 salaries reported	$15.00 per hour
Delivery driver 33 salaries reported	$35.85 per hour
Call center representative 33 salaries reported	$14.06 per hour
Care coordinator 9 salaries reported	$19.22 per hour
Bilingual customer service associate 1 salary reported	$16.50 per hour

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