Regional Care Coordinator

MTM, Inc; Blacksburg (VA); Hybrid; USD 22,000 - 26,000; Full time

Benefits offered by this job

Health Insurance

401(k) with match

Paid Time Off

Tuition Reimbursement

Discount Program

Maternity/Paternity Leave

Job summary

MTM, Inc. in Blacksburg, VA is seeking a Regional Care Coordinator to manage a member’s transportation experience from intake to completion, coordinating with health plan clients, members and providers.

This hybrid role requires three days on-site weekly. You will handle trip monitoring, confirmations and recovery, document actions in intake systems, and provide clear written and verbal communication while maintaining confidentiality.

Qualifications

• High school diploma or GED is required.
• At least 9 months in a customer care role in healthcare or MTM’s contact center.
• Proficient with Microsoft Outlook, Word and Excel.
• Strong communication, confidentiality and multitasking abilities.

Responsibilities

• Act as liaison with health plan clients, members and providers to coordinate transportation.
• Provide trip monitoring, confirmations, recovery, and problem solving for transportation.
• Document escalations and action plans in intake systems with timely follow-ups.
• Maintain awareness of MTM technology, portals, and applications related to NEMT services.
• Adhere to policies, procedures, and monthly development sessions; ensure timely documentation.

Skills

Customer Care

Communication

Leadership

Multi-tasking

Confidentiality

Time management

Problem solving

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

## Regional Care CoordinatorApplylocations: VA - Roanoke: VA - Blacksburgtime type: Full timeposted on: Posted Yesterdayjob requisition id: REQ14307**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.**This position is a hybrid role requiring 3 days a week on-site.****Address: 105 Roanoke St E, Blacksburg, VA 24060****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.