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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing member experiences and ensuring successful trip outcomes through effective communication and problem-solving. Proficient in utilizing MTM technology and maintaining compliance with policies and procedures in a fast-paced healthcare environment.
Highest-signal resume keywords
Customer Care ExperienceMTM Technology ProficiencyExceptional Communication SkillsLeadership and Team BuildingMedical Terminology Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Trip ManagementData DocumentationProblem SolvingCustomer Service EtiquetteMulti-taskingAnalytical ThinkingMicrosoft OutlookMicrosoft WordMicrosoft Excel
Soft Skills
ConfidentialityAbility to Prioritize WorkloadSense of Urgency
Tools & Technologies
MTM PortalsNEMT Services
Industry Keywords
Health Care Case ManagementPatient CareKPI ComplianceEscalation Management
About the role
Key responsibilities & impact- Manage the member’s experience from completed trip intake through transportation completion
- Monitor trips, perform trip recovery and templating, solve problems, and update customer notes
- Make outbound calls to members, providers, and facilities to confirm, correct, or verify trip information
- Provide member education and ensure successful trip outcomes
- Liaise with health plan clients, members, and internal/external partners
- Provide support to client- or stakeholder-identified populations
- Confirm and verify transportation, ensure trip accuracy, and mitigate emergency trips during disasters
- Maintain an impacted member list and follow up to ensure safe, timely appointment transportation
- Document escalations, action plans, complaints, grievances, and care coordination services in intake systems
- Process escalated trips promptly to prevent complaints or member service failures
- Report unusual trip circumstances and vendor-operation inefficiencies to leadership
- Maintain working knowledge of MTM technology, portals, applications, and NEMT services
- Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development sessions
- Set reservations for select managed facilities and members
- Perform other duties as assigned
Requirements
What you’ll need- 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 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
- Medical terminology preferred
- Patient Care experience preferred
Benefits
Comp & perks- 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