Regional Care Coordinator

MTM Transit•Work From Home Mississippi, MS

6d•$16 - $19•Remote

About The Position

The Regional Care Coordinator manages members’ experience from completion of trip intake through completion of transportation. The members assigned to this role are determined by corporate guidelines and regional leadership. The coordinator monitors trips, handles trip recovery and templating, solves problems, updates customer notes, contacts members, providers, and facilities to verify or correct trip information, provides member education, and works to ensure successful trip outcomes. This is a work-from-home position. Candidates located in Florida or Mississippi are strongly preferred. The required schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with Saturday and Sunday off. Hours may change slightly based on business needs.

Requirements

High school diploma or GED equivalent.
At least 9 months of experience as a Customer Care Representative 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 and confidentiality, with the ability to work in a fast-paced environment.
Ability to multitask and use customer service skills and systems.
Ability to maintain proper customer service etiquette and adhere to MTM procedures.
Ability to handle escalated situations using analytical thinking.
Strong leadership and team-building skills.
Exceptional communication skills.
Ability to identify with customer needs and circumstances.
Familiarity with, and ability to stay current on, programs, protocols, and resource guides.
Ability to prioritize workload and act with a sense of urgency.

Nice To Haves

Medical terminology.
Patient care experience.

Responsibilities

Act as a liaison and partner with health plan clients, members, and internal and external partners to coordinate a superior experience for members identified as needing extra care.
Provide member support based on a population identified by the client or an internal stakeholder.
Monitor and confirm trips; recover trips; create templates; solve problems; contact members, facilities, and providers to confirm, verify, or correct transportation; ensure trip accuracy before facility holiday changes; and mitigate emergency trips during disasters.
Maintain excellent, professional written and oral communication and demonstrate promptness, reliability, and quality of work.
Maintain an impacted-member list and follow up to ensure members arrive at and return from appointments safely and on time.
Document escalations and action plans in appropriate intake systems.
Understand the Operations department to better serve customers and fellow employees.
Process escalated trips promptly to prevent complaints or member service failures.
Report issues, unusual trip circumstances, and vendor-operation inefficiencies to local or corporate leadership for resolution.
Maintain a strong working understanding of MTM technology, portals, and applications and how they apply to NEMT services for members, transportation providers, and medical facilities.
Demonstrate flexibility in assignments to serve members and help MTM meet business and operational goals, including reducing complaints, mitigating service failures, and removing barriers.
Adhere to policies, procedures, and training, and comply with assigned KPIs and contract requirements.
Attend standard monthly development sessions, including monthly manager meetings, and maintain documentation related to attendance, performance, and schedule adherence.
Document internal complaints and grievances, coordinate care coordination services, and set reservations for select managed facilities and members.
Perform other duties as assigned.