Account Manager

What Will Your Job Look Like?

The Account Manager works closely with each client at Manager levels to create a partnership through expertise as a consultant, an advisor, an advocate, and a liaison. The Account Manager manages multiple large client accounts within MTM and is primarily responsible for excellent service delivery. The Account Manager must understand their clients’ needs, organization, contractual obligations and has a principle focus to secure a strategic partnership with the client to ensure retention. Understanding MTM’s processes and systems as well industry and being extremely responsive and service oriented are key.

This is a Work From Home Position BUT you must reside in the state of Mississippi.

What You'll Do:

• Monitor and manage key performance indicators for the plan to ensure excellent service delivery and contract compliance:
  • Complaints and grievances
  • Call center statistics
  • Transportation timelines and missed trips
  • Report delivery and accuracy
  • Encounter submission
  • And other client-specific requirements
• When performance is not meeting expectations or showing declining results, engage with internal MTM teams proactively to put improvement plans in place
  • Monitor and execute (where appropriate) to ensure progress is made and reflects in the metrics
• Understand and monitor future goals and expansion of health plans
• Track, trend and analyze utilization data to provide clients with additional opportunities to improve member compliance; identify opportunities for ancillary upsells and/or consultative services
• Work with the Accounting department to ensure accurate billing and timely AR collection
• Review and analyze member revenue and monthly summary report for trends and errors 
• Recognize opportunities to educate client contacts and related member populations regarding benefits and/or MTM processes when necessary
• Provide regular quality reports and consultative discussions
• Develop a strong understanding of all product/service offerings at MTM
• Maintain a good understanding of the managed care and non-emergency transportation industry rules, regulations, and climate
• Prepare for, coordinate, and conduct regular performance reviews with each client
• Participate in ongoing training offered through MTM, CMS or health plan associations to strengthen knowledge base
• Establish rapport with Client representatives and/or personnel
• Develop relationships that foster collaboration and mutual respect across all internal organizations
• Identify opportunities for process improvement and offer suggestions and/or strategies for process improvement
• Educate clients of MTM procedures and services
• Inform clients of new items relating to the NEMT industry and/or MTM services
• Ensure all paperwork is complete, up-to-date, and correctly filed for each plan
• Prepare reports for management as needed
• Partner with the Implementation team to design successful plan protocols and a solid implementation plan 
• Partner with MTM’s Network and Implementation teams to ensure solid networks are in place to support client growth
• Participate in all Client Services meetings
• Disseminate educational material to clients as needed

What You'll Need:

• High School Diploma or G.E.D.
• Bachelor’s degree in business administration, health services or relevant field or equivalent work experience
• Minimum 2 years' experience as an Account Manager or similar role
• Must possess a valid driver’s license

Even Better If You Have:

• Excellent communication skills, verbal and written
• Excellent interpersonal skills and ability to work with a variety of people and job positions Influencing and negotiation skills
• Market awareness
• In-depth knowledge of MTM operations, contracting, and Quality Assurance
• Ability to schedule, organize and prioritize multiple tasks
• Ability to handle questions and resolve issues in a timely and constructive manner
• Moderate to advanced computer skills
• Ability to demonstrate a proactive attitude, and initiative
• Must be able to work under pressure, be a self-starter, and demonstrate behavior that indicates drive and flexibility
• Possess in-depth knowledge of MTM transportation guidelines and vendor Programs
• Ability to maintain high level of confidentiality
• Regular attendance is required