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Job Overview
Employment Type
Full-time
Hourly
Compensation
Hourly
Range $16.00 - $19.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Life insurance
Dental Insurance
Vision Insurance
401(k) with Company Match
Paid Time Off
Holiday pay
maternity leave
paternity leave
Casual Dress Environment
Tuition Reimbursement
Employee Discount Program
Leadership Mentoring Opportunities
Job Description
MTM Transit is a dedicated transportation management company focused on improving the lives of the disabled, elderly, and other transportation disadvantaged populations by providing reliable and accessible transit solutions. Established in 2009, MTM Transit was created by industry leaders to offer a hands-on management approach that bridges the gap between community transit needs and practical, cost-effective solutions. The company collaborates closely with public transit agencies to enhance fixed-route utilization, reduce operational costs, and remove transit barriers within communities. Beyond traditional transit management, MTM Transit also specializes in innovative services such as on-demand microtransit and comprehensive quality assurance for multi-vendor transit... Show More
Job Requirements
- High school diploma or G.E.D. equivalent
- 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
- High degree of accuracy, confidentiality, and 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
Job Qualifications
- High school diploma or G.E.D. equivalent
- 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
- High degree of accuracy, confidentiality, and 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
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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