Strategic Rideshare Specialist

What Will Your Job Look Like?

The Strategic Rideshare Specialist will focus on supporting the company’s Independent Driver Providers (IDPs) starting from sourcing, through the onboarding, training processes, corrective action, and offboarding for their respective market. The Strategic Rideshare Specialist will provide thorough communication with both internal and external stakeholders, as well as ensure compliance with local laws and regulations. The Strategic Rideshare Specialist will have the responsibility for delivering a high level of service to our clients every day, ensuring high operational standards and IDP satisfaction within an assigned geographic area.

This will be a remote role but you must reside in Richmond, VA or Fairfax County, VA. The schedule will be Monday - Friday 8am-5pm est.

• Work with the Independent Driver Provider (IDP) to follow through on service issues, troubleshooting problems and concerns, complaints, and education

• Utilize data to develop and deliver performance improvement plans (PIP)

• Source for new IDP’s and support their onboarding

• Determine and conduct off boarding for providers not meeting contractual obligations

• Serve as the first point of contact for all IDP service requests

• Own the day-to-day IDP interaction and satisfaction

• Conduct on site vehicle inspections and IDP audits to verify compliance with MTM and HIPAA guidelines

• Deliver timely, accurate and professional operational support to all IDPs within a specified geographic area and Service Level Agreements

• Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of IDP issues

• Demonstrate proficiency by providing effective consultation to IDP’s and guidance to internal team members

• Recognize opportunities to educate IDP contacts on MTM processes when necessary

• Assist with/participate/facilitate regular town hall meetings

• Liaise with other internal departments as required to resolve IDP’s issues and questions

• Provide ongoing support to IDPs regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance

• Meet or exceed assigned KPI’s and business objectives

• Meet all compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant IDPs are not performing services for MTM

• High School diploma or G.E.D. equivalent required

• Must possess a valid driver's license

• Demonstrate excellent time management and communication skills

• Ability to effectively explain business models and technology to a variety of audiences

• Must be able to conduct inspections, audits, communicate issues, and corrective actions from an authoritative position but with professional courtesy

• Ability to use and navigate through MS Office applications including Outlook, Teams, Excel, Word, and Power Point

• Analytical in using data to drive operational and cost improvement

• Demonstrate a high level of ownership and attention to detail

• Must be able to demonstrate strong customer service skills

• Ability to maintain positive and team focused during high stress situations

• Ability to maintain high level of confidentiality

• Ability to prioritize a high volume of projects, pilots, and initiatives

• Ability to proactively identify the client’s or member’s needs and circumstances

• Ability to recognize, handle and refer situations of an emergent nature

• Knowledge of transportation logistics (preferred)

• Bachelor’s degree preferred

• 2+ years operational experience (in logistics preferred)

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Flexible Scheduling

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Birthday Holiday

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Milestone Anniversary One Month Sabbatical

• Leadership Mentoring Opportunities

Salary Min: $47, 920

Salary Max: $55,000

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 with us as you move through the selection process.