Regional Care Coordinator

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers.

We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve.

Our company culture is one of innovation, collaboration, and growth.

If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

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: North Carolina

Must reside in the state of North Carolina.

Will be a work from home position.

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 s...