Manager, Regional Care Coordination

MTM•Tampa, FL

14h

About The Position

The Manager, Regional Care Coordination (RCC) will be a leader, coach, mentor and subject matter expert. This position will assist in ensuring all Regional Care Coordinator team members are professionally trained, knowledgeable and assist with all aspects of reporting, workflows, and function oversight. The Manager, RCC is responsible for ensuring exceptional member service by leading a team of Care coordinators to focus on high need members and difficult to schedule trips, with a goal of no missed life sustaining trips or complaints. The Manager, RCC is responsible in monitoring all daily tasks to assure completion and drive a high level of member and client satisfaction through the Regional Care Coordinator Program. The Manager, RCC is also the primary point of contact for the Client to resolve escalated member issues. Location: Candidates located in the State of Florida or Mississippi strongly preferred.

Requirements

High school diploma or G.E.D. equivalent
Minimum 5 years’ experience in an Operations role
5+ years of experience in a leadership capacity
Contact center & Dispatch experience required
Ability to maintain high level of confidentiality
Excellent communication, presentation, and interpersonal skills
Ability to motivate employees and peers
Must possess the ability to handle multiple tasks simultaneously, maintain composure under pressure, and demonstrate a high customer service commitment
Good organizational skills with attention to timeliness and details
Ability to work independently and strategically
Aptitude for effective use of Contact Center applications, and data analysis skills
Strong level of proficiently in Microsoft Office Suite, including Microsoft Word and Excel

Nice To Haves

Bachelors Degree (preferred)

Responsibilities

Supervise, motivate, assign, and monitor work, coordinate efforts, train, provide guidance etc. of staff and ensure company policies, procedures and standards of performance are being followed
Serve as the Regional Care Subject Matter Expert, both internally and externally (Client facing role as well as direct relationships with Members/Beneficiaries/Participants, Program Directors, & Account Executives)
Manage, develop and provide continuous coaching to staff in order to meet/exceed performance expectations and goals which include additional work outside traditional intake (templating and working with Vendor Account Managers/Dispatch to secure transportation)
Provide Leadership with metrics, quality results, establish goals/targets, as well as focus on areas of opportunity; this includes ability to create and build Executive-level presentations/output
Proactively interface with cross-functional personnel on all pertinent business issues which pertain to the Regional Care Program (e.g., Program Directors, Account Execs., Reporting Director, etc.)
Partner with People & Culture to ensure staffing levels are adequate
Develop incentives and engagement activities to foster teamwork, morale, and drive performance results
Continuously review processes for efficiencies, improvement opportunities, and member satisfaction
Participate in projects and assignments within MTM to develop processes/procedures that will drive efficiency, reduce cost, and create client satisfaction
Direct responsibility for monitoring enrollment volume and report activity to ensure proper staffing coverage
Act as a Brand Ambassador for MTM ensuring excellent customer service throughout departmental collaboration and communication
Other duties as assigned