MTM, Inc.

• Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education • Utilize data to develop and deliver performance improvement plans (PIP), and when needed, assess liquidated damages or termination • Coordinate and conduct provider performance evaluations • Conduct off boarding for providers not meeting standard expectations • Serve as the first point of contact for all vendor service requests and escalations • Own the day to day vendor interaction and satisfaction • Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines, including random safety audits or observations • Deliver timely, accurate and professional operational support to all vendors 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 TP issues • Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members • Manage and maintain credentialing compliance in accordance with MTM client contracts • Recognize opportunities to educate TP’s contacts on MTM processes when necessary • Work with the Transportation Manager to reduce transportation costs • Build and sustain a strong working partnership with assigned transportation providers • Assist with/participate/facilitate regular provider town hall meetings • Handle inbound service requests and ensure that they are properly assigned or addressed • Liaise with other internal departments as required to resolve vendor’s issues and questions • Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance • Meet or exceed assigned KPI’s and business objectives • Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM • Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems

• Handle a variety of tasks which will increase in complexity as the Customer Care Representative’s skills progress • Handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle a variety of tasks which will increase in complexity as skills progress • Primarily handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle a variety of tasks which will increase in complexity as the Customer Care Representative’s skills progress • Handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle inbound calls from Members, Clients, and Facilities • Manage a variety of tasks with increasing complexity • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle inbound calls from Members, Clients and Facilities • Manage a variety of tasks which will increase in complexity as skills progress • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle a variety of tasks which will increase in complexity as skills progress • Handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Manage and oversee all operational aspects of Logistics, within assigned region • Ensure local Logistics teams are evaluating performance of transportation providers and holding them accountable for a variety of metrics, including, but not limited to on time performance, cost and customer service satisfaction • Primary responsibility and focus, at the assigned regional level, for network costs, including but not limited to reviewing and containing average costs per trip, average costs per mile, and other costs related metrics to meet budgeted transportation expenses over managed territories • Drive cost containment initiatives through innovative recommendations • Provide support for organization • Direct Logistics Team in retention of and recruitment to the existing network to ensure that networks are comprehensive in geographic and mode coverage • Direct Logistics Team in field monitoring and issuing of performance improvement plans (PIP) for transportation providers’ subpar performance • Ensure transportation providers (TP) are educated and trained in accordance with MTM and contract specific requirements • Ensure TPs are compliant with all requirements, credentials and policies • Participate in planning, revisions, implementation and execution of updated amendments and/or regulations • Responsible for daily guidance, development and performance of all direct reports • Provide contract and MTM policy interpretation and assistance to local Logistic Team • Facilitate town halls, conventions and seminars • Regular attendance is required • Other duties as assigned

• Handle a variety of tasks which will increase in complexity as skills progress • Handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays

• Handle inbound calls from Members, Clients and Facilities • Expect to handle 60 - 80 calls a day and higher volumes on Mondays