Regional Care Coordinator

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

Benefits offered by this job

Health insurance

Dental plan

Vision plan

401(k) match

Paid time off

Job summary

MTM Transit is seeking a Regional Care Coordinator in Newport News, VA to manage member experience through transportation from intake to completion. You will monitor, recover, template, and communicate with members, providers, and facilities to ensure accurate trip information and successful outcomes.

This hybrid role requires 3 days on-site weekly at our Newport News location, with duties spanning escalation handling, care coordination, and close collaboration with MTM teams.

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 health care case management experience.

Responsibilities

• Act as liaison with health plan clients, members, and partners to coordinate a superior experience.
• Provide member support based on a client-identified population.
• Perform trip monitoring, trip recovery, templating, problem solving, and communications to verify transportation details.
• Maintain professional written and oral communication and a commitment to promptness, reliability, and quality of work.
• Document escalations and action plans in intake systems; understand Operations to better serve customers and colleagues.
• Process escalated trips promptly to prevent complaints or service failures; report issues to leadership for resolution.
• Demonstrate flexibility to serve members and support MTM operational goals.

Skills

Microsoft Outlook

Microsoft Word

Microsoft Excel

Accuracy

Confidentiality

Multitasking

Customer service

CRM systems

Communication skills

Attention to detail

Education

High school diploma

Tools

MTM portals

MTM technology

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.

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.

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