Fanta Koroma

• Act as liaison and partner with health plan clients, members, and internal/external partners to coordinate a superior experience for members identified needing extra care.
• Provide member support based on a population identified by the client or internal stakeholder.
• Provide Trip monitoring/confirmations, trip recovery, templating, problem solving, calls to members/facilities/providers to confirm/verify/correct transportation, ensure trips accuracy prior to facility holiday changes and emergency trip mitigation during disaster situations.
• Ensure excellent and professional written and/or oral communication, and a sincere personal commitment to promptness, reliability, and quality of work.
• Maintain an impacted member list of over 50 members and provide follow ups to ensure the members got to and from their appointments safely and on time.
• Document escalations and action plans in the appropriate intake systems.
• Understand the Operations department to better service and care for both customers and fellow employees.
• Process escalated trips in a timely manner to prevent complaints or a member service failure.
• Report issues, unusual trip circumstances and/or inefficiencies of vendor operations to local or corporate leadership for prompt resolution.
• Maintain a strong working understanding of MTM technology, portals and applications and how it applies NEMT services for members, transportation providers and medical facilities.
• Ensure compliance with assigned KPIs and contract requirements.
• Adhering to all standard monthly development sessions such as monthly manager meetings (MMM) for documentations including Attendance, Performance and Adherence to schedules.
• Ensure the documentation of internal complaints/grievances, the coordination of care coordination services, and the setting of reservations for select managed facilities and members.

• Handle 60+ customer inquiries and issues via phone as the primary point of contact providing first-call resolutions for both medical & non-medical transportation.
• Utilize critical thinking skills responding to customer complaints, requests, and concerns.
• Process client inquiries according to protocols communicating professionally.
• Coordinate with other departments to ensure smooth transportation operations.

• Maintain appointment calendars for executives, helps organize office functions, implement office supplies/ inventory control, and standardize office ordering procedures.
• Answered, screened, and transferred an average of 60 telephone calls per day during tax season.
• Coordinate shipping/receiving all packages through FedEx, UPS, courier service and regular mail, and distribute to employees.
• Assist with billing, payment processing, A/R.
• Scanning and filing client documents.
• Performed basic accounting functions including books reconciliation.
• Ensure tax forms filed timely and efficiently.
• Maintain fax distribution for the office.
• Assist clients using online portal.

• Directed the implementation of new technology solutions to streamline communication between members and providers.
• Coordinated training programs for team members, fostering professional development and improving service delivery standards.
• Facilitated regular feedback sessions to assess performance, promoting a culture of continuous improvement among staff.
• Advocated for process improvements by analyzing data trends, leading to more effective resource allocation strategies.
• Mentored junior staff on best practices in care coordination, strengthening team capabilities and knowledge base.
• Trained new team members by relaying information on company procedures and safety requirements.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

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• Answered, screened, and maintained multiple phone lines- providing first-call resolutions for benefits, payroll and performance inquiries
• Performed weekly calibrations providing coaching and feedback based on performance
• Reported productivity to client each month
• Controlled client interfacing escalations via email.
• Maintained fax distribution for the office.
• Provided navigational assistance in the online portal, provided password resets, and answered enrollment questions.