Ombudsman

What will your job look like? The Ombudsman is MTM’s designated member advocate responsible for investigating issues and working towards resolution for all members in the assigned region in accordance with client requirements and MTM policies and procedures. The Ombudsman partners with advocacy groups, other local and State Ombudsman, and providers while acting as a resource to assist members whose issues may exceed MTM contract requirements. This full‑time position is dedicated to acting as an independent advocate for beneficiaries to investigate and resolve issues related to NEMT services. Works collaboratively with stakeholders and the District to adjudicate complaints. This is an on‑site position in Washington, DC. What you’ll do: Identify and report systematic issues that lead to complaints and work to develop solutions Know and drive processes, based on the contract requirements, partnering with market leadership Attend meetings with advocacy groups on behalf of MTM Identify special advocacy groups and tribal organizations and provide company‑related education on the benefits of a partnership Handle specialized trips and member interactions and escalation Determine which groups will be best utilized within the organization based on assigned market needs Determine outreach plan that matches their assigned market needs Host and manage Member Advisory Committee (MAC) meetings Participate in Transportation Advisory Committees (TACs) meetings Create market‑specific resources and presentations, based on the needs of the market Participate in ride‑along with the member to determine appropriate service was provided Investigate and document all reported issues, providing thorough and timely follow up Analyze data and present information to improve member experience Develop and implement processes to improve member experience in coordination with on‑site and corporate stakeholders Document escalations and action plans in the appropriate intake systems Maintain an impacted member list and provide follow‑ups to ensure the members got to and from their appointments safely and on time Educate and provide members information on their rights Triage complaints submitted via fax, voice mail or email Provide follow‑up contact to recipients per their request in regards to complaint resolution Use complaint data to recommend education and process improvement Proofread any data submitted to the state for escalated issues Monitor and report on members access to MTM as it relates to those with disabilities, language barriers and technology What you’ll need: Experience, Education & Certifications: High school diploma or GED Bachelor’s degree from an accredited institution in social work, public administration, transportation management, communications, conflict resolution or a closely related field Minimum of 3 years experience in a role within Quality Management, Health Care, Social Work or member advocacy 2+ years experience in Customer Service Experience in Ombudsman or related certification strongly preferred (CO‑OP) Key Skills: Excellent communication skills, with an emphasis on grammar and spelling Working knowledge of contracts Ability to tactfully question and obtain information Excellent organizational and interpersonal skills Demonstrated ability to manage multiple priorities Ability to handle confidential information in a professional manner Ability to accomplish duties/tasks with little direct supervision Ability to prioritize tasks and deadlines Excellent presentation skills Problem‑solving and troubleshooting skills Ability to communicate with all levels of employees as well as external customers Ability to build relationships Basic knowledge of office equipment Proficient in Microsoft Office Suite 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: $55,920 – $60,000 (base) 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. #J-18808-Ljbffr