Regional Care Coordinator
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Job Location:
Richmond, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
What Will Your Job Look Like
The primary job function of the Regional Care Coordinator is to manage the members 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. Candidates must reside in the state of Virginia or within commuting distance to Virginias borders.
Hours: Monday - Friday: 10:30am - 7:00pm EST (Saturday and Sunday off)
What Youll 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 Youll need:
High school diploma or G.E.D. equivalent
9 months of experience in a Customer Care Representative role within MTMs 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 preferred
Whats in it for you:
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
Min: $17.00/hr
Max: $19.00/hr
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the jobs 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 MTMs People & Culture.
#MTM
Required Experience:
IC
Key Skills
- Project / Program Management
- Change Management
- Time Management
- Data Collection
- ICD-10
- Management Experience
- Microsoft Outlook
- MDS
- Retail Sales
- Microsoft Powerpoint
- Yoga
- Stocking
About Company
Moment To Moment (MTM) Group, is a full service marketing and media agency (including social media, experiential and events) that specializes in fostering emotional connections between client offerings and consumer passions.
