Regional Care Coordinator

Austin, TX, USA|Remote

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 systems.

Working at MTM means joining a company that values the importance of access to essential services such as medical care, grocery stores, and employment for all individuals. Understanding that reliable transportation is a critical factor in fostering healthy and productive communities, MTM Transit strives to deliver exceptional service experiences to passengers with diverse and unique transit needs.

The Regional Care Coordinator role is an integral position within MTM Transit, designed to ensure a seamless and supportive transportation experience for members who require extra care. This role focuses on managing the entire member journey from trip intake through to successful completion of transportation services. As a Regional Care Coordinator, you will act as a vital liaison among health plan clients, members, and internal and external partners, coordinating communication and services to guarantee accuracy, timeliness, and problem resolution throughout the transportation process. This position operates within a remote work-from-home setting, offering flexibility while requiring commitment to scheduled hours from 10:30 AM to 7:00 PM CST, Monday through Friday.

In this role, you will be responsible for monitoring trips, confirming details, managing trip recovery and problem-solving efforts, and maintaining thorough documentation of member interactions and service escalations. You will also play a pivotal role in educating members, facilitating communication with providers and facilities, and ensuring compliance with performance standards and operational guidelines. Your expert attention to detail and proactive problem-solving abilities will help prevent service failures and improve overall member satisfaction.

MTM Transit values professionalism and quality work, encouraging employees to display strong communication skills, leadership, and a commitment to teamwork. The company fosters a culture of continuous improvement through regular training, mentoring opportunities, and adherence to key performance indicators. Compensation for the Regional Care Coordinator role ranges from $16.00 to $19.00 per hour, commensurate with experience and skill level.

When joining MTM Transit as a Regional Care Coordinator, you become part of a mission-driven organization dedicated to making a tangible difference in community transit systems, enhancing access and support for vulnerable populations. The position offers a balance of remote work convenience and meaningful customer engagement, supported by a collaborative team environment and opportunities for professional growth.

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