Summary:

As a Coordinator I at MTI America, you will play a vital role in supporting our business operations by addressing and resolving simple inquiries and issues. You will serve as the primary point of contact for our clients, injured workers, and providers, handling incoming referrals and ensuring clear and accurate documentation of all interactions. You will be engaged in activities that facilitate and manage incoming and existing referrals.

Job Responsibilities

• Serve as the primary contact for MTI's clients, accurately receiving referrals via phone and/or email, and assisting with basic client questions and requests.
• Schedule appointments, upload orders and documents, and note special requests into MTI360.
• Document relevant information into MTI 360 to maintain clear, concise, and accurate records.
• Follow specific carrier/patient customer preferences, guidelines, and contractual service level agreements.
• Communicate updates and send documents to clients to minimize the need for clarification and follow-up.
• Seek assistance from senior peers or leadership on issues requiring clarification or escalation.
• Provide prompt, accurate, and concise information to clients.
• Complete workload based on standard operating procedures and tasks assigned by leadership.
• Demonstrate understanding of HIPPA and other regulatory requirements and apply them to daily work interactions.
• Meet or exceed departmental quality and productivity goals as defined by Key Performance Indicators (KPIs).

Skills and Expertise

• 1-2 years of customer service or industry-related experience, or equivalent combination of education, training, and work experience.
• Ability to communicate effectively in a fast-paced environment.
• Proficiency in Microsoft Office suite.
• Basic knowledge of the company's products and services to assist with inquiry resolutions.
• Excellent attention to detail.
• Strong concern for quality and adherence to procedures to ensure quality output.

Education Requirements

High School or Equivalent required

Physical Demands/ Work Environment

• The job description highlights the most critical responsibilities of the role and is not all-inclusive. As MTI America evolves to meet business needs, there may be additional requirements, duties, and qualifications for this job.
• MTI America is proud to be an equal-opportunity employer committed to diversity and inclusion. MTI America prohibits discrimination and harassment of any kind. MTI America takes affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, and all other legally protected statuses.
• In office or home settings: this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
• Duties located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving or manage air travel), sit, use hands and fingers, speak, and hear.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
• Individuals may need to sit, stand, and walk as needed. Reaching above shoulder height, below the waist, or lifting to 5 pounds may be required.
• The job is primarily active for roles in the field; the employee is regularly mobile and must utilize transportation (such as driving), sit, and use hands and fingers to speak and hear. The ability to hear, see and speak is necessary for this role.
• Our offices utilize fluorescent lighting, and the noise level is moderate. Ambient room temperatures, lighting, and traditional office equipment as found in a typical office.