Regional Care Coordinator

MTM Transit•Blacksburg, VA

8d•$16 - $19•Onsite

About The Position

The primary job function of the Regional Care Coordinator is to manage the member’s experience, once trip intake is completed, through the completion of transportation. The members that this role manages will be determined by corporate guidelines and regional leadership. The Regional Care Coordinator will be responsible for trip monitoring, trip recovery, templating, problem solving, updating customer notes, outbound calls to members/providers/facilities to confirm/correct/verify trip information, member education, and ensuring successful trip outcomes. This position will be onsite in Roanoke/Blacksburg 3 days a week.

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 the 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
Possess strong leadership and team building skills
Exceptional communication skills
Ability to maintain high level of confidentiality
Ability to identify with customer needs and circumstances
Be familiar and remain up to date with all programs/protocols and resource guides
Ability to prioritize workload
Ability to act with a sense of urgency

Nice To Haves

Medical terminology preferred
Patient Care experience preferred

Responsibilities

Act as liaison and partner with health plan clients, members, and internal/external partners to coordinate a superior experience for members identified needing extra care
Provide member support based on a population identified by the client or internal stakeholder
Provide Trip monitoring/confirmations, trip recovery, templating, problem solving, calls to members/facilities/providers to confirm/verify/correct transportation, ensure trips accuracy prior to facility holiday changes and emergency trip mitigation during disaster situations
Ensure excellent and professional written and/or oral communication, and a sincere personal commitment to promptness, reliability, and quality of work
Maintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on time
Document escalations and action plans in the appropriate intake systems
Understand the Operations department to better service and care for both customers and fellow employees
Process escalated trips in a timely manner to prevent complaints or a member service failure
Report issues, unusual trip circumstances and/or inefficiencies of vendor operations to local or corporate leadership for prompt resolution
Maintain a strong working understanding of MTM technology, portals and applications and how it applies NEMT services for members, transportation providers and medical facilities
Demonstrate flexibility in assignments to better serve members and help MTM achieve its business and operational goals of reducing complaints, mitigating service failures, and removing barriers
Adhere to policies and procedures and training
Ensure compliance with assigned KPIs and contract requirements
Adhering to all standard monthly development sessions such as monthly manager meetings (MMM) for documentations including Attendance, Performance and Adherence to schedules
Ensure the documentation of internal complaints/grievances, the coordination of care coordination services, and the setting of reservations for select managed facilities and members
Other duties as assigned