Regional Care Coordinator

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Oversee the member’s experience from the initiation of trip intake to the completion of transportation.

• Track trips, implement trip recovery strategies, create templates, troubleshoot issues, and update customer records.

• Conduct outbound calls to members, service providers, and facilities to confirm, amend, and validate trip details.

• Educate members and ensure positive trip outcomes.

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

• Offer support to populations identified by clients or stakeholders.

• Verify and confirm transportation, ensure accuracy of trips, and manage emergency trips during crises.

• Keep track of affected member lists and follow up to ensure safe and timely transportation for appointments.

• Log escalations and action plans in intake systems.

• Expedite processing of escalated trips to avoid complaints or service failures.

• Report unusual trip occurrences and inefficiencies in vendor operations to leadership.

• Utilize MTM technology, portals, and applications for Non-Emergency Medical Transportation (NEMT) services.

• Ensure adherence to KPIs, contractual obligations, policies, procedures, training, and documentation for monthly development sessions.

• Record internal complaints and grievances, coordinate care services, and schedule reservations for selected facilities and members.

• Perform additional duties as assigned.

⛳️ Requirements

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

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

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

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

• Capability to multi-task and leverage customer service skills and systems effectively.

• Ability to maintain proper customer service etiquette and comply with MTM procedures.

• Proficient in managing escalated situations through analytical thinking.

• Strong leadership and team-building abilities.

• Excellent communication skills.

• Capacity to uphold a high level of confidentiality.

• Ability to empathize with customer needs and circumstances.

• Familiarity with and current knowledge of all programs, protocols, and resource guides.

• Strong prioritization skills for managing workload.

• Ability to act promptly and with urgency.

• Knowledge of medical terminology is preferred.

• Experience in patient care is preferred.

🏝️ 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.

• Comprehensive, people-first benefits program designed to support every stage of your wellness journey.