Strategic Rideshare Specialist

MTM Transit•Madison, WI

12d•Onsite

About The Position

The Strategic Rideshare Specialist will focus on supporting the company’s Independent Driver Providers (IDPs) starting from sourcing, through the onboarding, training processes, corrective action, and offboarding for their respective market. The Strategic Rideshare Specialist will provide thorough communication with both internal and external stakeholders, as well as ensure compliance with local laws and regulations. The Strategic Rideshare Specialist will have the responsibility for delivering a high level of service to our clients every day, ensuring high operational standards and IDP satisfaction within an assigned geographic area. This will be an in office role at 3333 N Mayfair Rd Suite 113 Wauwatosa WI, 53222.

Requirements

High School diploma or G.E.D. equivalent required
Must possess a valid driver's license
Demonstrate excellent time management and communication skills
Ability to effectively explain business models and technology to a variety of audiences
Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
Ability to use and navigate through MS Office applications including Outlook, Teams, Excel, Word, and PowerPoint
Analytical in using data to drive operational and cost improvement
Demonstrate a high level of ownership and attention to detail
Must be able to demonstrate strong customer service skills
Ability to maintain positive and team focused during high stress situations
Ability to maintain high level of confidentiality
Ability to prioritize a high volume of projects, pilots, and initiatives
Ability to proactively identify the client’s or member’s needs and circumstances
Ability to recognize, handle and refer situations of an emergent nature

Nice To Haves

Knowledge of transportation logistics (preferred)
Bachelor’s degree preferred
2+ years operational experience (in logistics preferred)

Responsibilities

Work with the Independent Driver Provider (IDP) to follow through on service issues, troubleshooting problems and concerns, complaints, and education
Utilize data to develop and deliver performance improvement plans (PIP)
Source for new IDP’s and support their onboarding
Determine and conduct off boarding for providers not meeting contractual obligations
Serve as the first point of contact for all IDP service requests
Own the day-to-day IDP interaction and satisfaction
Conduct on site vehicle inspections and IDP audits to verify compliance with MTM and HIPAA guidelines
Deliver timely, accurate and professional operational support to all IDPs within a specified geographic area and Service Level Agreements
Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of IDP issues
Demonstrate proficiency by providing effective consultation to IDP’s and guidance to internal team members
Recognize opportunities to educate IDP contacts on MTM processes when necessary
Assist with/participate/facilitate regular town hall meetings
Liaise with other internal departments as required to resolve IDP’s issues and questions
Provide ongoing support to IDPs regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance
Meet or exceed assigned KPI’s and business objectives
Meet all compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant IDPs are not performing services for MTM