Regional Care Coordinator

MTM, Inc.

. Manage the member’s experience from completed trip intake through transportation completion .

Posted 11/3/2026full-timeRemote • United StatesJunior💰 $16 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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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 Building SkillsMedical Terminology Familiarity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Trip ManagementProblem SolvingDocumentation AccuracyData EntryCustomer Service EtiquetteMulti-taskingAnalytical ThinkingWorkload PrioritizationEscalation HandlingPatient Care Experience

Soft Skills

ConfidentialitySense of UrgencyInterpersonal SkillsAdaptabilityEmpathy

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelMTM PortalsNEMT Applications

Industry Keywords

Health Care Case ManagementCustomer Care RepresentativeKPI ComplianceCare Coordination ServicesEmergency Trip Mitigation

About the role

Key responsibilities & impact

Manage the member’s experience from completed trip intake through transportation completion
Monitor trips, provide trip recovery and templating, solve problems, and update customer notes
Make outbound calls to members, providers, and facilities to confirm, correct, and verify trip information
Provide member education and ensure successful trip outcomes
Act as liaison 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 impacted member lists and follow up to confirm safe, timely appointment transportation
Document escalations and action plans in intake systems
Process escalated trips promptly to prevent complaints or service failures
Report unusual trip circumstances and vendor-operation inefficiencies to leadership
Use MTM technology, portals, and applications for NEMT services
Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development-session documentation
Document internal complaints and grievances, coordinate care coordination services, and set reservations for select 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 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
Strong leadership and team building skills
Exceptional communication skills
Ability to maintain a high level of confidentiality
Ability to identify with customer needs and circumstances
Familiarity with and up-to-date knowledge of 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
Comprehensive, people-first benefits program designed to support every stage of your wellness journey