Regional Care Coordinator

mtminc; Arizona; Hybrid; USD 22,000 - 26,000; Full time

Benefits offered by this job

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

Job summary

MTM is seeking a Regional Care Coordinator in Arizona, a work-from-home role, managing member transportation from intake to completion while coordinating with health plans, members, providers, and facilities. You will monitor trips, perform problem solving, educate members, and ensure timely and safe transportation.

The position requires a high school diploma and about 9 months in a customer care role within MTM’s Center or health care case management, with Mon-Fri 10:00am-7:00pm hours.

Qualifications

• 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.

Responsibilities

• Act as liaison with health plan clients, members, and partners to coordinate a superior experience for members identified needing extra care.
• Provide Trip monitoring/confirmations, trip recovery, templating, problem solving, and 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.
• Maintain an impacted member list and provide follow ups to ensure timely transportation to appointments.
• Document escalations and action plans in intake systems.
• Understand Operations to better service customers and fellow employees.
• Process escalated trips in a timely manner to prevent complaints or service failures.
• Report issues and inefficiencies of vendor operations to leadership for prompt resolution.

Skills

Microsoft Outlook

Microsoft Word

Microsoft Excel

Communication skills

Customer service

Multitasking

Confidentiality

Analytical thinking

Leadership

Team building

Urgency

Education

High school diploma or GED

Job description

What Will Your Job Look Like?

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.

Location: This is a Work from Home position. Candidates must reside in Arizona

Hours: Monday - Friday: 10:00am - 7:00pm (Saturday and Sunday off)

What You’ll Do:

• 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

What You’ll need:

• 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

Skills:

• 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

Even better if you have:

• Medical terminology preferred

• Patient Care experience preferred

What’s in it for you:

• 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

Min: $16.00/hr

Max: $19.00/hr

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

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