Strategic Rideshare Specialist
- Lake Saint Louis, MO
- $47,920 per year
- Permanent
- Full-time
- Work with the Independent Driver Provider (IDP) to follow through on service issues, troubleshooting problems and concerns, complaints, and education
- Utilize data to develop and deliver performance improvement plans (PIP)
- Source for new IDP’s and support their onboarding
- Determine and conduct off boarding for providers not meeting contractual obligations
- Serve as the first point of contact for all IDP service requests
- Own the day-to-day IDP interaction and satisfaction
- Conduct on site vehicle inspections and IDP audits to verify compliance with MTM and HIPAA guidelines
- Deliver timely, accurate and professional operational support to all IDPs within a specified geographic area and Service Level Agreements
- Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of IDP issues
- Demonstrate proficiency by providing effective consultation to IDP’s and guidance to internal team members
- Recognize opportunities to educate IDP contacts on MTM processes when necessary
- Assist with/participate/facilitate regular town hall meetings
- Liaise with other internal departments as required to resolve IDP’s issues and questions
- Provide ongoing support to IDPs regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance
- Meet or exceed assigned KPI’s and business objectives
- Meet all compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant IDPs are not performing services for MTM
- High School diploma or G.E.D. equivalent required
- Must possess a valid driver's license
- Demonstrate excellent time management and communication skills
- Ability to effectively explain business models and technology to a variety of audiences
- Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy
- Ability to use and navigate through MS Office applications including Outlook, Teams, Excel, Word, and PowerPoint
- Analytical in using data to drive operational and cost improvement
- Demonstrate a high level of ownership and attention to detail
- Must be able to demonstrate strong customer service skills
- Ability to maintain positive and team focused during high stress situations
- Ability to maintain high level of confidentiality
- Ability to prioritize a high volume of projects, pilots, and initiatives
- Ability to proactively identify the client’s or member’s needs and circumstances
- Ability to recognize, handle and refer situations of an emergent nature
- Knowledge of transportation logistics (preferred)
- Bachelor’s degree preferred
- 2+ years operational experience (in logistics preferred)