Regional Care Coordinator

Jobtailor; Blacksburg (VA); On-site; USD 42,000 - 52,000; Full time

Job summary

Jobtailor in Blacksburg, VA seeks an MTM Contact Center Customer Care Representative to manage the member experience from trip intake through transportation completion.

You will monitor trips, perform recovery and templating, contact members, providers, and facilities to verify information, educate members, and ensure compliant, timely travel with strong confidentiality. This role requires multitasking in a fast-paced healthcare environment.

Qualifications

• High school diploma or GED equivalent.
• 9 months of MTM Contact Center Customer Care Representative or health care case management experience.
• Proficient with Outlook, Word, and Excel.
• High degree of accuracy and confidentiality.
• Ability to work in a fast-paced environment.
• Ability to multitask and use customer service systems.
• Ability to maintain MTM procedures and customer service etiquette.
• Ability to handle escalated situations using analytical thinking.
• Strong leadership and team-building skills.
• Exceptional communication skills.
• Familiarity with programs, protocols, and resource guides.
• Medical terminology knowledge preferred.
• Patient care experience preferred.

Responsibilities

• Manage the member experience from trip intake through transportation completion.
• Monitor trips, perform trip recovery and templating, solve problems, and update customer notes.
• Contact members, providers, and facilities to confirm, correct, and verify trip information.
• Provide member education and ensure successful transportation outcomes.
• Liaise with health plan clients, members, and internal and external partners.
• Provide support to populations needing extra care.
• Maintain impacted member lists and follow up on travel to appointments.
• Document escalations, action plans, complaints, grievances, and care coordination services.
• Process escalated trips promptly to prevent complaints and service failures.
• Report unusual trip circumstances and vendor-operation inefficiencies to leadership.
• Maintain understanding of MTM technology, portals, applications, and NEMT services.
• Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development documentation.
• Set reservations for select managed facilities and members.
• Perform other duties as assigned.

Skills

MTM Contact Center Experience

Customer Service Etiquette

Trip Monitoring and Recovery

Analytical Thinking

Exceptional Communication Skills

Education

High School Diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Medical Terminology

Case Management

Job description

• Manage the member experience from completed trip intake through transportation completion
• Monitor trips, perform trip recovery and templating, solve problems, and update customer notes
• Contact members, providers, and facilities to confirm, correct, and verify trip information
• Provide member education and ensure successful transportation outcomes
• Liaise with health plan clients, members, and internal and external partners
• Provide support to client- or stakeholder-identified populations needing extra care
• Maintain impacted member lists and follow up to confirm safe, timely travel to and from appointments
• Document escalations, action plans, complaints, grievances, and care coordination services in appropriate systems
• Process escalated trips promptly to prevent complaints and service failures
• Report unusual trip circumstances and vendor-operation inefficiencies to leadership
• Maintain understanding of MTM technology, portals, applications, and NEMT services
• Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development documentation
• Set reservations for select managed facilities and members
• Perform other duties as assigned

Requirements

• High school diploma or G.E.D. equivalent
• 9 months of experience in an MTM Contact Center Customer Care Representative role or similar health care case management experience
• Proficient computer skills, including Microsoft Outlook, Word, and Excel
• High degree of accuracy and confidentiality
• Ability to work in a fast-paced environment
• Ability to multitask and use customer service and systems
• Ability to maintain customer service etiquette and follow 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 urgencyMedical terminology preferred
• Patient care experience preferred

Core Competencies

Demonstrates expertise in managing member experiences and ensuring successful transportation outcomes while maintaining compliance with policies and procedures. Proficient in utilizing MTM technology and providing exceptional customer service in a fast-paced environment.

Highest-signal resume keywords

• MTM Contact Center Experience
• Customer Service Etiquette
• Trip Monitoring and Recovery
• Exceptional Communication Skills
• Analytical Thinking

ATS Optimization Keywords

Hard Skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Medical Terminology
• Case Management

Soft Skills

• Leadership Skills
• Team-Building Skills
• Multitasking
• Problem-Solving
• Customer Needs Identification

Industry Keywords

• Health Care
• Patient Care
• Compliance
• KPI Management
• Care Coordination

Tools & Technologies

• MTM Technology
• NEMT Services
• Customer Service Systems