Transportation Ombudsman (Legal)

At MTM, we are not just colleagues; we are collaborators on a shared mission; communities without barriers. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What will your job look like?

The Transportation Provider Ombudsman is MTM's designated Provider advocate responsible for investigating and resolving complaints in accordance with client requirements and MTM Policies and Procedures. The Transportation Provider Ombudsman is responsible for Quality Management to ensure the best service to its members and clients.

These positions are contingent on award of contract.

Location: 4 positions in VA open, 1 per region. Regions are: North, South, East and West. Must reside in VA.

What you'll do:

• Serve as the primary point-of-contact for providers on escalated issues
• Document, review, investigate, and provide follow-ups for all complaints and complaint issues reported by Providers
• Triage issues, complaints & unusual trip circumstances and determine appropriate action by reviewing complaint history, trip history, etc.
• Assist and advocate on behalf of Providers, which includes working directly and collaboratively with internal departments regarding complaints and processes
• Provide complaint escalation investigation and send complaint escalation resolutions letters to Providers per client contract
  Determine disciplinary action based on conducted investigation
• Craft well-written, researched and provider focused responses
• Maintain a working knowledge of Transportation Provider contract and operational policies and procedures
• Provide immediate follow-up for Provider complaint responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
• Attend client meetings both on and offsite as needed
• Coordinate vendor education and disciplinary measures given in response to appeals and complaint escalations with Quality / Network Management
• Respond to client, Program Manager, Transportation Manager or Account Manager inquiries sent via email, or fax, within the specified timeframe
• Maintain a working knowledge and understanding of client protocols and RFP
• Provide investigation for denial of service and send resolution letters to Providers per client contract
• Use complaint data to recommend and implement education and process improvement
• Compile weekly/monthly interaction reports for leadership
• Track and trend provider complaints and complaint escalations
• Assist Quality/Account Executives/Program Directors/ETOs with complaint issues
• Update Network Management in regard to non-compliance issues with transportation providers and advise of incident/accident issues as needed
• Communicate with Call Center leadership with regards to provider complaints
• Other duties as assigned

What you'll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.
• Bachelor's degree, preferred
• Typing speed of 30 WPM or greater
• One year of customer service experience
• Experience resolving customer complaints

Skills:

• Intermediate level of proficiency with Microsoft Word and Excel
• Ability to effectively present information and respond to questions from external advocates, groups of managers, customers, and co-workers
• Excellent communication skills, with a strong emphasis on grammar and spelling
• Ability to tactfully question and obtain information
• Exemplary organizational and time management skills (plans activities and manages resources)
• Demonstrated ability to manage multiple priorities
• Ability to handle confidential information in a professional manner
• Superior problem-solving skills
• Ability to promote and maintain positive interaction with all internal and external customers
• Must demonstrate a high level of professionalism
• Must demonstrate an ongoing positive attitude and demeanor
• Act as a brand ambassador for the company
• Executes for results
• Must have strong attention to detail and provide a high level of accuracy with work

Even better if you have...

• Previous Quality Management experience, preferred
• Previous Health Care experience, preferred.
• Previous member advocacy experience, preferred

What's in it for you:

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

Salary Min: $26.88/hr

Salary Max: $40/hr

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 this with us as you move through the selection process.

Equal Opportunity Employer: MTM is an equal opportunity employer.  MTM considers qualified candidates with a criminal history in a manner consistent with the requirements of applicable local, State, and Federal law.  If you are in need of accommodations, please contact MTM's People & Culture.

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