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. This position is a hybrid role requiring 3 days a week on-site. Address: 11815 Fountain Way, Newport News, VA 23606 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…