At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!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 & Hours: Candidates must reside in Hawaii. This role is a Work from Home position. Candidates must be able to work the following shift:Monday - Friday 8:00am - 5:00pm HST (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 careProvide member support based on a population identified by the client or internal stakeholderProvide 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 situationsEnsure excellent and professional written and/or oral communication, and a sincere personal commitment to promptness, reliability, and quality of workMaintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on timeDocument escalations and action plans in the appropriate intake systemsUnderstand the Operations department to better service and care for both customers and fellow employeesProcess escalated trips in a timely manner to prevent complaints or a member service failureReport issues, unusual trip circumstances and/or inefficiencies of vendor operations to local or corporate leadership for prompt resolutionMaintain a strong working understanding of MTM technology, portals and applications and how it applies NEMT services for members, transportation providers and medical facilitiesDemonstrate flexibility in assignments to better serve members and help MTM achieve its business and operational goals of reducing complaints, mitigating service failures, and removing barriersAdhere to policies and procedures and trainingEnsure compliance with assigned KPIs and contract requirementsAdhering to all standard monthly development sessions such as monthly manager meetings (MMM) for documentations including Attendance, Performance and Adherence to schedulesEnsure the documentation of internal complaints/grievances, the coordination of care coordination services, and the setting of reservations for select managed facilities and membersOther duties as assignedWhat You’ll need:High school diploma or G.E.D. equivalent9 months of experience in a Customer Care Representative role within MTM’s Contact Center or similar equivalent experience in health care case managementSkills:Proficient computer skills including Microsoft Outlook, Word, and ExcelHigh degree of accuracy, confidentiality, and the ability to work in a fast-paced environmentAbility to multi-task and utilize customer service and systemsAbility to maintain proper customer service etiquette and adherence to MTM proceduresAbility to handle situations of an escalated nature using an analytical thought processPossess strong leadership and team building skillsExceptional communication skillsAbility to maintain high level of confidentialityAbility to identify with customer needs and circumstancesBe familiar and remain up to date with all programs/protocols and resource guidesAbility to prioritize workloadAbility to act with a sense of urgencyEven better if you have:Medical terminology preferredPatient Care experience preferredWhat’s in it for you:Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesThis information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.#MTM
