Regional Care Coordinator
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Job Description
Regional Care Coordinator managing member transportation, trip recovery, and care coordination for MTM. Supporting NEMT services for members in Florida and Mississippi.
Responsibilities:
- Manage the member’s experience from completed trip intake through transportation completion
- Monitor trips, provide trip recovery and templating, solve problems, and update customer notes
- Make outbound calls to members, providers, and facilities to confirm, correct, and verify trip information
- Provide member education and ensure successful trip outcomes
- Act as liaison with health plan clients, members, and internal/external partners
- Provide support to client- or stakeholder-identified populations
- Confirm and verify transportation, ensure trip accuracy, and mitigate emergency trips during disasters
- Maintain impacted member lists and follow up to confirm safe, timely appointment transportation
- Document escalations and action plans in intake systems
- Process escalated trips promptly to prevent complaints or service failures
- Report unusual trip circumstances and vendor-operation inefficiencies to leadership
- Use MTM technology, portals, and applications for NEMT services
- Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development-session documentation
- Document internal complaints and grievances, coordinate care coordination services, and set reservations for select facilities and members
- Perform other duties as assigned
Requirements:
- High school diploma or G.E.D. equivalent
- 9 months of experience in a Customer Care Representative role within MTM’s Contact Center or similar equivalent experience in health care case management
- Proficient computer skills including Microsoft Outlook, Word, and Excel
- High degree of accuracy, confidentiality, and ability to work in a fast-paced environment
- Ability to multi-task and utilize customer service and systems
- Ability to maintain proper customer service etiquette and adherence to MTM procedures
- Ability to handle situations of an escalated nature using an analytical thought process
- Strong leadership and team building skills
- Exceptional communication skills
- Ability to maintain a high level of confidentiality
- Ability to identify with customer needs and circumstances
- Familiarity with and up-to-date knowledge of all programs/protocols and resource guides
- Ability to prioritize workload
- Ability to act with a sense of urgency
- Medical terminology preferred
- Patient Care experience preferred
Benefits:
- Health and Life Insurance Plans
- Dental and Vision Plans
- 401(k) with a company match
- Paid Time Off and Holiday Pay
- Maternity/Paternity Leave
- Casual Dress Environment
- Tuition Reimbursement
- MTM Perks Discount Program
- Leadership Mentoring Opportunities
- Comprehensive, people-first benefits program designed to support every stage of your wellness journey
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