Regional Care Coordinator

MTM, Inc.

Regional Care Coordinator managing non-emergency medical transportation for MTM Health. Coordinating trips, member support, escalations, and safe appointment transportation outcomes.

Posted 8/4/2026full-timeBlacksburg • Virginia • 🇺🇸 United StatesJunior💰 $16 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing member experiences and ensuring successful transportation outcomes while maintaining compliance with policies and procedures. Proficient in utilizing MTM technology and providing exceptional customer service in a fast-paced environment.

Highest-signal resume keywords

MTM Contact Center ExperienceCustomer Service EtiquetteTrip Monitoring and RecoveryExceptional Communication SkillsAnalytical Thinking

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

Microsoft OutlookMicrosoft WordMicrosoft ExcelMedical TerminologyCase Management

Soft Skills

Leadership SkillsTeam-Building SkillsMultitaskingProblem-SolvingCustomer Needs Identification

Tools & Technologies

MTM TechnologyNEMT ServicesCustomer Service Systems

Industry Keywords

Health CarePatient CareComplianceKPI ManagementCare Coordination

About the role

Key responsibilities & impact

Manage the member experience from completed trip intake through transportation completion
Monitor trips, perform trip recovery and templating, solve problems, and update customer notes
Contact members, providers, and facilities to confirm, correct, and verify trip information
Provide member education and ensure successful transportation outcomes
Liaise with health plan clients, members, and internal and external partners
Provide support to client- or stakeholder-identified populations needing extra care
Maintain impacted member lists and follow up to confirm safe, timely travel to and from appointments
Document escalations, action plans, complaints, grievances, and care coordination services in appropriate systems
Process escalated trips promptly to prevent complaints and service failures
Report unusual trip circumstances and vendor-operation inefficiencies to leadership
Maintain understanding of MTM technology, portals, applications, and NEMT services
Ensure compliance with KPIs, contract requirements, policies, procedures, training, and monthly development documentation
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 an MTM Contact Center Customer Care Representative role or similar health care case management experience
Proficient computer skills, including Microsoft Outlook, Word, and Excel
High degree of accuracy and confidentiality
Ability to work in a fast-paced environment
Ability to multitask and use customer service and systems
Ability to maintain customer service etiquette and follow MTM procedures
Ability to handle escalated situations using analytical thinking
Strong leadership and team-building skills
Exceptional communication skills
Ability to identify with customer needs and circumstances
Familiarity with and ability to stay current on programs, protocols, and resource guides
Ability to prioritize workload and act with 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
Continuous Education Reimbursement
Career development programs and training opportunities