Regional Care Coordinator

MTM, Inc; Arizona; Hybrid; USD 2,204,000 - 2,617,000; Full time

Benefits offered by this job

Health insurance

Dental and Vision plans

401(k) matching

Paid time off

Maternity/Paternity leave

Tuition reimbursement

MTM Perks

Leadership mentoring

Job summary

MTM Health is seeking a Regional Care Coordinator based in Arizona to manage member transportation experiences from intake to completion. This remote role requires coordinating trips, resolving issues, and documenting escalations to ensure timely, safe travel and high customer satisfaction.

You will engage with health plan clients, members, providers, and facilities; monitor trips, perform problem solving, and adhere to MTM policies and KPI targets.

Qualifications

• High school diploma or GED required.
• 9 months of MTM Contact Center or similar health care case management experience.
• Proficiency with MS Office and MTM portals.

Responsibilities

• Coordinate member transportation and monitor trips.
• Contact members, providers, and facilities to verify details.
• Document escalations and action plans in intake systems.
• Ensure compliance with KPIs and MTM policies.

Skills

Customer service

Communication skills

Multi-tasking

Problem solving

Leadership

Confidentiality

Time management

MTM systems

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Outlook

Excel

Word

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.

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.

#MTM About Us

MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.

Core values

• Respect Individuals
• Collaborate to Innovate
• Deliver Value
• Align with Clients
• Act with Integrity

Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact.

Benefits without Barriers

To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded.

Limitless Growth Opportunities

At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible.

Art of Client Communication

Cornerstone Program Bench Program Tech Bench Program Continuous Education Reimbursement