Regional Care Coordinator

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

Benefits offered by this job

Health insurance

Dental and Vision Plans

401(k) with company match

Paid Time Off and Holidays

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership mentoring opportunities

Job summary

MTM Health in Virginia is seeking a Regional Care Coordinator to oversee members’ transportation experience from intake to completion. The role is hybrid, with three on-site days weekly at 11815 Fountain Way, Newport News, VA.

You will partner with health plan clients, members and providers to coordinate timely, safe, and courteous care. Responsibilities include trip monitoring, problem solving, documenting escalations, and using MTM portals to ensure accuracy, reduce complaints, and support

Qualifications

• High school diploma or GED equivalent.
• 9 months of experience in a Customer Care Representative role within MTM's Contact Center or similar health care case management.
• Proficient with Microsoft Outlook, Word and Excel.
• Ability to work in a fast-paced environment with accuracy and confidentiality.

Responsibilities

• Act as liaison with health plan clients, members, and partners to coordinate a superior experience for members needing extra care.
• Provide member support based on a population identified by the client or internal stakeholder.
• Monitor trips, confirm details, recover issues, and communicate with facilities/providers to verify transportation.
• Maintain professional written and oral communication and a sense of urgency.
• Document escalations and action plans in intake systems and report issues to leadership.
• Understand Operations to better service customers and fellow employees.
• Process escalated trips promptly to prevent complaints or service failures.
• Maintain knowledge of MTM technology and portals and how it applies to NEMT services.
• Adhere to policies, KPIs, and monthly development sessions.

Skills

Outlook/Office

Confidentiality

Multi-tasking

Customer service

Escalation handling

Leadership

Communication skills

Program knowledge

Urgency & prioritization

Education

High school diploma or GED

Tools

MTM portals

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. This position is a hybrid role requiring 3 days a week on-site. Address: 11815 Fountain Way, Newport News, VA 23606

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.

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. MTM Health's five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals: 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 a 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 and Growth Opportunities

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