Regional Care Coordinator

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee the member experience from the time of trip intake until transportation is completed.

• Track trips, provide recovery and templating solutions, address issues, and update customer notes.

• Conduct outbound calls to members, providers, and facilities to confirm, correct, or verify trip details.

• Serve as a liaison between health plan clients, members, and both internal and external partners.

• Offer member support for specific populations designated by clients or internal stakeholders.

• Confirm and validate transportation, ensure trip accuracy, and manage emergency trips during crises.

• Keep an updated list of impacted members and follow up to ensure they reach their appointments safely and punctually.

• Record escalations and action plans within intake systems.

• Promptly process escalated trips to prevent complaints or service failures.

• Report any unusual trip circumstances and vendor operation inefficiencies to leadership.

• Maintain a comprehensive understanding of MTM technology, portals, applications, and NEMT services.

• Ensure compliance with KPIs and contracts, and participate in monthly development sessions.

• Document complaints and grievances, coordinate care services, and arrange reservations for specific facilities and members.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent G.E.D.

• At least 9 months of experience in a Customer Care Representative role within MTM’s Contact Center or comparable experience in healthcare case management.

• Strong computer skills, including proficiency in Microsoft Outlook, Word, and Excel.

• High level of accuracy, confidentiality, and the capability to thrive in a fast-paced environment.

• Ability to juggle multiple tasks and utilize customer service and systems effectively.

• Maintain proper customer service etiquette and adherence to MTM procedures.

• Manage escalated situations using analytical thinking.

• Strong leadership and team-building abilities.

• Excellent communication skills.

• Commitment to maintaining a high level of confidentiality.

• Ability to empathize with customer needs and circumstances.

• Familiarity with and the ability to stay updated on programs, protocols, and resource guides.

• Ability to prioritize tasks effectively.

• Act with a sense of urgency.

• Knowledge of medical terminology preferred.

• Experience in patient care preferred.

• Must reside in Arizona.

🏝️ Benefits

• 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.