MTM, Inc.

Customer Support

• Handle inbound calls from members, clients, and facilities
• Take on 60–80 calls per day (Mondays may see higher volume)
• Support callers with empathy, accuracy, and efficiency
• Increase task complexity as your skills grow

Customer Care Representative – Overnight, 3rd Shift

Business Analyst

• Create stories by working closely with the Sr. Business Analyst, Product Manager and/or SME's to understand requirements
• Review stories with Sr. Business Analyst or Product Manager prior to story review for any issues and/or updates needed
• Present stories during story review to developers, quality assurance and other product teammates
• Partner with developers and quality assurance team during sprint to answer questions and clarify requirements, as needed
• Perform production deployment check out by executing test cases and communicating to business of successful deployment
• Perform analysis on complex features that span across teams and platforms to ensure minimal downstream effects
• Liaison between the business customer and the technology providers, both internally and externally
• Work with Business Users, Development Team, and Quality Assurance Team on updating application documentation
• Responsible for the analysis, and specification of effective, efficient, and innovative business technology requirements
• Work with support team to determine tier 1 issues and provide solutions, versus real issues that should be escalated to product and technology teams
• Triage bugs in multiple environments
• Document product features, process, and data flows
• Play a key part of development events including planning, refinement, review, retrospective, sprints, and daily scrums
• Execute production sprint deployment & validate features are working as expected

Bilingual Customer Care Representative

Manager

• Manage and oversee all operational aspects of Logistics, within assigned region
• Ensure local Logistics teams are evaluating performance of transportation providers and holding them accountable for a variety of metrics, including, but not limited to on time performance, cost and customer service satisfaction
• Primary responsibility and focus, at the assigned regional level, for network costs, including but not limited to reviewing and containing average costs per trip, average costs per mile, and other costs related metrics to meet budgeted transportation expenses over managed territories
• Drive cost containment initiatives through innovative recommendations
• Provide support for organization
• Direct Logistics Team in retention of and recruitment to the existing network to ensure that networks are comprehensive in geographic and mode coverage
• Direct Logistics Team in field monitoring and issuing of performance improvement plans (PIP) for transportation providers’ subpar performance
• Ensure transportation providers (TP) are educated and trained in accordance with MTM and contract specific requirements
• Ensure TPs are compliant with all requirements, credentials and policies
• Participate in planning, revisions, implementation and execution of updated amendments and/or regulations
• Responsible for daily guidance, development and performance of all direct reports
• Provide contract and MTM policy interpretation and assistance to local Logistic Team
• Facilitate town halls, conventions and seminars
• Regular attendance is required
• Other duties as assigned

Transportation Manager

Account Manager

• Deliver a high level of service to vendors every day
• Own the day-to-day interaction with vendors
• Act as first point of contact for vendor service requests and escalations
• Conduct off boarding for providers not meeting standard expectations
• Conduct on site vehicle inspections and provider audits to verify compliance
• Manage and maintain credentialing compliance in accordance with MTM client contracts

Vendor Account Manager

• Delivering a high level of service to our vendors every day
• Ensure high operational standards and vendor satisfaction
• Own the day-to-day interaction with the vendors
• Act as the single point of contact for vendor escalations
• Coordinate and conduct provider performance evaluations
• Conduct off boarding for providers not meeting standard expectations
• Serve as the first point of contact for all vendor service requests
• Conduct on site vehicle inspections and provider audits
• Manage and maintain credentialing compliance in accordance with MTM client contracts
• Collaborate with internal teams for complete resolution of TP issues
• Handle inbound service requests and ensure proper addressing
• Meet or exceed assigned KPI’s and business objectives

• Deliver a high level of service to our vendors every day
• Own the day-to-day interaction with the vendors
• Act as the single point of contact for vendor escalations
• Work with the Transportation Provider to follow through on service issues
• Utilize data to develop and deliver performance improvement plans
• Coordinate and conduct provider performance evaluations
• Conduct on-site vehicle inspections and provider audits
• Deliver timely, accurate and professional operational support to all vendors
• Manage and maintain credentialing compliance in accordance with MTM client contracts
• Handle inbound service requests and ensure proper assignment

Customer Care Representative

• 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

Procurement

• Administer the full procurement process and contract lifecycle, including intake, review, negotiation, redlining, approval coordination, execution, renewals, compliance verification, and maintenance of auditable contract documentation
• Lead strategic sourcing initiatives, including RFx development, supplier evaluations, negotiations, and cost optimization across multiple spend categories
• Manage vendor relationships, monitor supplier performance, and resolve purchasing, fulfillment, or service issues
• Prepare and analyze reports related to purchasing activity, vendor performance, sourcing outcomes, contract status, and procurement trends
• Drive cost reduction initiatives and implement strategic sourcing plans that balance cost, quality, service levels, and enterprise risk
• Coordinate cross-functional requirements with internal stakeholders to support sourcing events, supplier selection, and strategic procurement planning
• Conduct market research, technical evaluations, and financial analyses to support sourcing recommendations and business decision-making
• Contributes to the development, validation, and execution of procurement functional strategies aligned with business objectives.
• Support procurement governance, risk management activities, and continuous improvement of procurement and procure-to-pay processes
• Ensure all purchases and vendor contracts are in compliance with MTM policies and procedures
• Other duties as assigned

Senior Procurement Analyst

• Supervise, motivate, assign, and monitor work of staff and ensure company policies are being followed
• Serve as the Regional Care Subject Matter Expert, both internally and externally
• Manage, develop and provide continuous coaching to staff
• Provide Leadership with metrics and establish goals/targets
• Proactively interface with cross-functional personnel
• Partner with People & Culture to ensure staffing levels are adequate
• Develop incentives and engagement activities
• Continuously review processes for efficiencies and improvements
• Participate in projects and assignments within MTM
• Direct responsibility for monitoring enrollment volume and staffing coverage
• Act as a Brand Ambassador for MTM

Manager, Regional Care Coordination

Operations

• Act as a liaison between STAT Courier and external stakeholders to educate on STAT Courier services and ensure customer satisfaction
• Address and resolve all inquiries, including escalated emergent requests, in a timely and professional manner to the satisfaction of all stakeholders
• Draft, prepare and maintain assigned RFP’s; manage assigned awarded contracts
• Implement new business operations
• Define, implement and maintain contract goals and business outcomes, ensuring compliance and attainment
• Act as a main point of contact for Clients, when issues related to their program arise
• Provide ongoing, day-to-day service support to client personnel
• Present annual plan reviews and work in a consultative manner with key Clients
• Analyze data to identify areas for improvement
• Positively represent STAT Courier at in-services events and trade shows, acting as subject matter expert
• Educate Clients on STAT Courier procedures and services
• Lead and manage a team of drivers and staff, providing guidance and support
• Interview, hire, and manage drivers in multiple regions
• Meet, coach and mentor direct reports at least once monthly; this can include providing or seeking feedback, setting expectations, updates and development opportunities
• Manage and maintain fleet levels including, but not limited to, talent acquisition, training, compliance, coverage, and documentation
• Provide executive updates/reports to the Director, as required
• Provide requested data/information to internal stakeholders who are assisting in the continuous monitoring and coordination of quality management activities
• Uphold all STAT Courier Corporate values
• Adhere to and follow all STAT Courier policies and procedures at all times
• Ensure compliance with all relevant laws and regulatory regulations
• Ability to drive a route when necessary
• Travel throughout assigned region

Regional Operations Manager, STAT

• Lead EDI team and contribute to the development of EDI transactions, SQL extract and load processes, and automation of data transfers
• Manage the EDI system & integration testing
• Analyze response files for unaccepted records and perform root cause analysis in order to resubmit
• Oversee the creation EDI maps for processing of Proprietary and ANSI X12 files
• Identify and implement process improvements to streamline data exchanges
• Regularly meet with Clients to identify, document and implement contractual EDI transactions and reports
• Ensure timely and accurate submissions of data exchanges
• Prioritize daily projects and tasks and strategically assign throughout the EDI team
• Collaborate closely with development teams, account managers, claims and finance teams to ensure contractual requirements are met and exceeded
• Manage work plans, timelines and budgets
• Remain current on the ever-changing EDI environment to ensure accuracy when dealing with customers
• Build a strong team that delivers excellent EDI solutions
• Development of timely and innovative solutions, with optimal use of technology and human resources
• Create database reports based on business and Client requests
• Assist with training material for internal and external stakeholders
• Actively listen and probe customers, in a professional, timely manner, to obtain further details and the reason for the issue reported
• Research and articulately communicate EDI information
• Develop, grow and retain top talent
• Ensure the project adheres to stakeholder needs
• Participate in finalist presentations, demos, conference calls, and conduct web demos of EDI capability, as needed

Customer Care Representative – Overnight, 3rd Shift

Business Analyst

Bilingual Customer Care Representative

Transportation Manager

Vendor Account Manager

Vendor Account Manager

Vendor Account Manager

Customer Care Representative

Bilingual Customer Care Representative

Senior Procurement Analyst

Manager, Regional Care Coordination

Regional Operations Manager, STAT

Manager, EDI