Regional Care Coordinator

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

📋 Description

• Oversee the member experience from the completion of trip intake until transportation is finalized.

• Execute trip monitoring, recovery, templating, and problem-solving tasks.

• Update customer records and make outbound calls to members, providers, and facilities to confirm, correct, or verify trip details.

• Educate members to ensure successful trip outcomes.

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

• Offer member support for demographics specified by clients or internal stakeholders.

• Maintain a list of impacted members and follow up to guarantee safe, timely transportation.

• Document escalations and action plans within appropriate intake systems.

• Swiftly process escalated trips to avert complaints or lapses in member service.

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

• Utilize MTM technology, portals, and applications to support NEMT services.

• Ensure adherence to KPIs, contract stipulations, policies, procedures, and training protocols.

• Document internal complaints/grievances, coordinate care coordination services, and arrange reservations for select managed facilities and members.

• Perform additional duties as assigned.

⛳️ Requirements

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

• At least 9 months of experience in a Customer Care Representative position 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 ability to thrive in a fast-paced environment.

• Capability to multitask and apply customer service and systems knowledge.

• Maintain appropriate customer service etiquette and comply with MTM procedures.

• Ability to manage escalated situations through analytical thinking.

• Strong leadership and team-building capabilities.

• Excellent communication skills.

• Ability to uphold a high standard of confidentiality.

• Skilled at identifying customer needs and circumstances.

• Stay informed and up to date with all programs, protocols, and resource guides.

• Proficient in prioritizing workload.

• Ability to act with urgency.

• Familiarity with medical terminology is preferred.

• Patient care experience is a plus.

• Candidates must be available to work Monday–Friday, 8:00 am–4:30 pm (hours may vary slightly based on business needs).

🏝️ 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.