Regional Care Coordinator

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: Candidates located in the Washington D.C. area are strongly preferred. This role is a hybrid role if located within 40 miles of an MTM office location.

Hours: Candidates must be able to work the following shift:

Monday - Friday 8:00am - 4:00pm EST (Saturday and Sunday off)

Hourly Pay: This is a $2 increase from the CCR base rate of pay for the State.

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 p