Regional Care Coordinator

MTM, Inc; Northern (KY); On-site; USD 22,000 - 26,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

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, Inc. is seeking a Regional Care Coordinator to work remotely from Arizona, managing member transportation experiences after intake and coordinating trips with health plans, providers, and facilities to ensure safe, on-time travel.

You will monitor trips, handle delays, document escalations, and communicate clearly with members and partners. This role requires strong multitasking, confidentiality, and customer service skills, with 9 months of MTM experience preferred.

Qualifications

• High school diploma or GED equivalent required.
• 9 months of experience in a Customer Care Representative role within MTM’s Contact Center or similar health care case management experience preferred.

Responsibilities

• Act as liaison with health plan clients, members, and partners to coordinate a superior member experience.
• Provide trip monitoring, confirmations, and recovery; verify transportation details with members, facilities, and providers.
• Document escalations and action plans in intake systems and communicate updates.
• Maintain confidentiality and adhere to MTM procedures and KPI targets.
• Demonstrate flexibility and prioritize workload to reduce complaints and service failures.

Skills

Customer service

Problem solving

Communication

Team collaboration

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

## Regional Care CoordinatorApply: Work From Home Arizona: Full time: Posted 5 Days Ago: REQ14953**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. 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.