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: This is a Work from Home position. Hours: Candidates must be able to work the following shift: Monday - Friday: 8:00am - 4:30pm (Saturday and Sunday off). 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 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 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 High school diploma or G.9 months of experience in a Customer Care Representative role within MTM’s Contact Center or similar equivalent experience in health care case management Proficient computer skills including Microsoft Outlook, Word, and Excel Ability to multi-task and utilize customer service and systems Ability to maintain proper customer service etiquette and adherence to MTM procedures Possess strong leadership and team building skills Ability to identify with customer needs and circumstances Medical terminology preferred Patient Care experience preferred Health and Life Insurance Plans ~ Dental and Vision Plans ~Paid Time Off and Holiday Pay ~ Casual Dress Environment ~ Tuition Reimbursement ~ At MTM, we believe that taking care of our employees—and the people they love—is the foundation of a healthy, thriving organization. This information reflects the base salary pay range for this job based on current national market data. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.