What will your job look like?

The Manager, Regional Care Coordination (RCC) will be a leader, coach, mentor and subject matter expert. This position will assist in ensuring all Regional Care Coordinator team members are professionally trained, knowledgeable and assist with all aspects of reporting, workflows, and function oversight. The Manager, RCC is responsible for ensuring exceptional member service by leading a team of Care coordinators to focus on high need members and difficult to schedule trips, with a goal of no missed life sustaining trips or complaints. The Manager, RCC is responsible in monitoring all daily tasks to assure completion and drive a high level of member and client satisfaction through the Regional Care Coordinator Program. The Manager, RCC is also the primary point of contact for the Client to resolve escalated member issues.

Location: This is a hybrid role located at our office in Rocky Hill, CT.

What you’ll do:

• Supervise, motivate, assign, and monitor work, coordinate efforts, train, provide guidance etc. of staff and ensure company policies, procedures and standards of performance are being followed
• Serve as the Regional Care Subject Matter Expert, both internally and externally (Client facing role as well as direct relationships with Members/Beneficiaries/Participants, Program Directors, & Account Executives)
• Manage, develop and provide continuous coaching to staff in order to meet/exceed performance expectations and goals which include additional work outside traditional intake (templating and working with Vendor Account Managers/Dispatch to secure transportation)
• Provide Leadership with metrics, quality results, establish goals/targets, as well as focus on areas of opportunity; this includes ability to create and build Executive-level presentations/output
• Proactively interface with cross-functional personnel on all pertinent business issues which pertain to the Regional Care Program (e.g., Program Directors, Account Execs., Reporting Director, etc.)
• Partner with People & Culture to ensure staffing levels are adequate
• Develop incentives and engagement activities to foster teamwork, morale, and drive performance results
• Continuously review processes for efficiencies, improvement opportunities, and member satisfaction
• Participate in projects and assignments within MTM to develop processes/procedures that will drive efficiency, reduce cost, and create client satisfaction
• Direct responsibility for monitoring enrollment volume and report activity to ensure proper staffing coverage
• Act as a Brand Ambassador for MTM ensuring excellent customer service throughout departmental collaboration and communication
• Other duties as assigned

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.
• Minimum 5 years’ experience in an Operations role, preferrable in a leadership capacity
• 5+ years of experience in a leadership capacity
• Contact center & Dispatch experience required

Skills:

• Ability to maintain high level of confidentiality
• Excellent communication, presentation, and interpersonal skills
• Ability to motivate employees and peers
• Must possess the ability to handle multiple tasks simultaneously, maintain composure under pressure, and demonstrate a high customer service commitment
• Good organizational skills with attention to timeliness and details
• Ability to work independently and strategically
• Aptitude for effective use of Contact Center applications, and data analysis skills
• Strong level of proficiently in Microsoft Office Suite, including Microsoft Word and Excel

Even better if you have...

• Bachelors Degree

What’s in it for you:

• 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

Salary Min: $65, 440

Salary Max: $80, 000

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job' s location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer. MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law. If you are in need of accommodations, please contact MTM’s People & Culture.

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