MTM, Inc.

Customer Support

• Handle a variety of tasks which will increase in complexity as the Customer Care Representative’s skills progress
• Handle inbound calls from Members, Clients and Facilities
• Expect to handle 60 - 80 calls a day and higher volumes on Mondays

Customer Care Representative

Account Manager

• Deliver a high level of service to vendors and ensure high operational standards and vendor satisfaction within an assigned geographic area
• Own day-to-day interaction with vendors; act as Account Manager to build and sustain strong working relationships with cross functional departments and assigned Providers
• Serve as single point of contact for vendor escalations and ensure appropriate resolution
• Work with Transportation Providers to troubleshoot service issues, complaints and provide education
• Utilize data to develop and deliver performance improvement plans (PIP) and assess liquidated damages or termination when needed
• Coordinate and conduct provider performance evaluations
• Conduct off boarding for providers not meeting standard expectations
• Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines, including random safety audits or observations
• Deliver timely, accurate and professional operational support within specified geographic area and Service Level Agreements
• Work with internal MTM teams and external client teams to ensure resolution of TP issues
• Provide effective consultation to TPs and guidance to internal team members
• Manage and maintain credentialing compliance per MTM client contracts
• Assist with provider town hall meetings and handle inbound service requests
• Liaise with internal departments to resolve vendor issues and questions
• Provide ongoing support regarding claims, payments, eligibility, utilization management or other issues impacting provider performance
• Meet or exceed assigned KPI’s and business objectives and provider compliance requirements
• Submit provider configuration changes to data management team and ensure proper vendor setup in systems

Vendor Account Manager

Manager

• Supervise, motivate, assign, monitor work, coordinate efforts, train and provide guidance to staff
• Serve as the Regional Care Subject Matter Expert internally and externally (client facing)
• Manage, develop and provide continuous coaching to staff to meet/exceed performance expectations
• Template and work with Vendor Account Managers/Dispatch to secure transportation for difficult-to-schedule trips
• Provide Leadership with metrics, quality results, establish goals/targets and create Executive-level presentations
• Proactively interface with cross-functional personnel on Regional Care Program issues
• Partner with People & Culture to ensure adequate staffing levels
• Develop incentives and engagement activities to foster teamwork and drive performance
• Continuously review processes for efficiencies, improvements, and member satisfaction
• Participate in projects to develop processes/procedures that drive efficiency and reduce cost
• Monitor enrollment volume and report activity to ensure proper staffing coverage
• Act as primary point of contact for Client to resolve escalated member issues and act as Brand Ambassador for MTM

Manager, Regional Care Coordination

• Act as the frontline representative and image of MTM Health
• Handle inbound calls from Members, Clients, and Facilities
• Perform a variety of tasks that increase in complexity as skills progress
• Expect to handle 60 - 80 calls per day and higher volumes on Mondays
• Provide personalized attention and exceptional care to passengers/members
• Support MTM's mission to remove community barriers through transportation services

Accounts Payable

• The Accounts Payable Associate is a member of the MTM Accounting and Finance team working with the accounting systems to process accounts payable payments for both transportation providers and operational expenses. In addition, this position also provides clerical support to the Accounting Department.
• Location: This role is a hybrid role if located within 40 miles of an MTM office location.
• Manually input or upload accounts payables, in a timely manner, for check and ACH processing, which includes obtaining and documenting necessary approvals
• Determination of accounts for payment of invoices based on payment deadlines and cash flow
• Adhere to all State, Local, Federal, and Company policies in regards to compliance, fraud, waste and abuse by ensuring proper segregation of duties
• Maintain and update recurring spreadsheet to identify unprocessed, recurring payments that need to be accrued
• Process all payments in an accurate and timely manner
• Appropriately analyze and address requests and/or issues in a timely manner based on Accounting Policies & Guidelines to ensure accurate resolution
• Ensure proper maintenance and set-up of all vendor information
• Review of Operating A/P invoices for proper G/L coding
• Data entry as needed to note trips as processed in AS400
• Perform Special projects assigned by Controller or Accounting Manager
• General department organization which includes – vendor maintenance, mail, filing, scan, etc.

Accounts Payable Associate

• Own day-to-day interaction with vendors as the primary Account Manager and single point of contact for escalations
• Deliver timely, accurate and professional operational support to vendors within assigned geographic area and Service Level Agreements
• Work with Transportation Providers to troubleshoot service issues, complaints, and education
• Utilize data to develop and deliver performance improvement plans (PIP) and assess liquidated damages or termination when needed
• Coordinate and conduct provider performance evaluations and off boarding for non-compliant providers
• Conduct on site vehicle inspections, provider audits, random safety audits, and observations to verify MTM and HIPAA compliance
• Manage and maintain credentialing compliance per MTM client contracts
• Recognize opportunities to educate provider contacts on MTM processes
• Work with Transportation Manager to reduce transportation costs and meet or exceed KPIs and business objectives
• Build and sustain strong working partnerships with assigned transportation providers and liaise with internal departments
• Handle inbound service requests, ensure proper assignment, and participate in provider town hall meetings
• Provide ongoing support to providers regarding claims, payments, eligibility, and utilization management
• Submit provider configuration changes to data management team and partner to ensure proper vendor system setup

Director

• The Director, Maintenance will be responsible for the overall direction and administration of the maintenance program for the company. Responsibilities include but are not limited to planning, organizing and directing the short and long-term goals and operations of the fleet maintenance division to support the company’s mission and goals. Technical knowledge, along with managerial and interdepartmental relations, fiscal management, and knowledge of applicable State and Federal laws are additional important components. This position is a Work From Home position with 75% travel to MTM Transit locations within our Central Region.
• Develop and implement adequate measures to meet the maintenance needs of the company, to efficiently utilize its resources and maintain an effective system of operational processes and measurement of outcome
• Usage of data analytics, reporting tools and KPIs to identify potential maintenance deficiencies and streamlining opportunities to maximize areas of improvement
• Gain an in-depth understanding of how contract verbiage and requirements should be applied to operational processes that impact the maintenance requirements of the organization and drive accountability for compliance
• Ensure compliance with contract and state, federal and local agencies
• Ensures the accuracy and pertinence of fleet records and reports
• Tracks fleet trends, such as parts usage and failures to forecast future maintenance and budgetary needs
• Maintains knowledge of experimental and advancing technologies such as battery-electric buses, CNG, propane and other alternative fuel fleets, etc.
• Develop and oversee the adherence to divisional plan standards for testing, specifications, preventative maintenance and others as necessary
• Provides input and direction ensuring resolution of fleet maintenance issues
• Collaborate with Leadership on issues such as budgeting, revenue and non-revenue fleet planning, peak service requirements, resolutions of operational issues, security cameras, etc.
• Collaborate with staff to develop and set future divisional goals, specific divisional fleet needs and staffing needs to ensure maintenance needs are met
• Assist with the development and implementation of fleet asset management tools
• Ensure the implementation and compliance of company policies, procedures, and directives in alignment with state and federal regulations
• Responsible for the financial budget and cost containment initiatives for maintenance needs of the company
• Partner with People & Culture to recruit and meet staffing needs
• Assists with procurement and replacement of company fleet vehicles

Maintenance Director

• Deliver a high level of service to vendors and ensure vendor satisfaction within an assigned geographic area
• Own day-to-day interaction with vendors and act as Account Manager to build and sustain relationships with cross-functional departments and assigned Providers
• Serve as single point of contact for vendor escalations and ensure appropriate resolution
• Work with Transportation Providers to follow through on service issues, troubleshooting problems, complaints and education
• Utilize data to develop and deliver performance improvement plans (PIP)
• Coordinate and conduct monthly provider performance evaluations
• Conduct off boarding for providers not meeting standard expectations
• Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines
• Deliver timely, accurate and professional operational support to all vendors within specified geographic area and SLAs
• Work with internal MTM teams and external client teams to ensure complete resolution of TP issues
• Provide effective consultation to TPs and guidance to internal team members
• Utilize Salesforce for managing vendor interactions and credentialing compliance
• Educate TP contacts on MTM processes when necessary
• Build and sustain strong working partnership with assigned transportation providers
• Assist with/participate/facilitate regular provider town hall meetings
• Handle inbound service requests and ensure proper assignment or resolution
• Liaise with other internal departments to resolve vendor issues and questions
• Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or other questions impacting provider performance
• Meet or exceed assigned KPIs and business objectives
• Ensure provider compliance requirements are met, submit provider configuration changes to data management team and partner to ensure proper system setup

• The Customer Service Representative is the frontline representative and image of Medical Transportation Management (MTM).
• Handle inbound calls from Members, Clients and Facilities.
• Perform tasks increasing in complexity as skills progress.
• Work remotely from Louisiana.

Customer Service Representative

Auditor

• Plan and implement effective audit processes for both internal and external audits
• Facilitate remote and on-site external audits
• Interpret contract requirements and communicate expectations to needed internal stakeholders
• Support in the development and utilization of internal controls to ensure continuous compliance
• Help implement risk management strategies for the organization(s)
• Utilize the selected tracking method to record audit investigations, documentation, results, and recommendations
• Compile quarterly, and upon request, summaries of audit investigations, findings, and resolutions
• Continuously promote process improvement and process integrity throughout the organization(s) while partnering with other departments to develop practical solutions
• Assist and guide process owners in the assessment of processes for improvement and standardization opportunities, while minimizing rework, reducing cost, and improving quality output
• Assist with the creation, review, and update of MTM policies and procedures to ensure thorough and pertinent documentation; oversee MTM (and affiliates) policies, procedures, manuals, and processes to ensure contractual compliance and process efficiency
• Act as a liaison between MTM and/or affiliates and external auditors
• Report compliance concerns to the Compliance Officer, Director of Compliance and Audit and other executive staff as indicated
• Prepare for external audits by completing audit tools, compiling supporting documentation for audit sample, and referencing policies, procedures, and contracts to validate compliance
• Conduct monitoring, reporting, and follow-up on all Corrective Action Plans
• Apply policies/procedures and client contract obligations to designated audits
• Create relevant workflows, audit tools, and tracking mechanisms as assigned
• Provide any needed support to ensure ongoing compliance with URAC standards
• Assist in developing audit reports and presenting findings and recommendations to leadership, as needed
• As needed, conduct quality improvement projects for the Quality Improvement Program
• Assist with the development and execution of compliance program activities and projects as assigned

Customer Care Representative

Vendor Account Manager

Manager, Regional Care Coordination

Customer Care Representative

Accounts Payable Associate

Vendor Account Manager

Maintenance Director

Vendor Account Manager

Customer Service Representative

Compliance Auditor