Ombudsman

Ombudsman PositionThe 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 role must sit within the region it is supporting (New Mexico).What you'll do:Identify and report systematic issues that leads to complaints and work to develop a solutionKnow and drive processes, based on the contract requirements, partnering with market leadershipAttend meetings with advocacy groups on behalf of MTMIdentify special advocacy groups and tribal organizations and provide company related educate on the benefits of a partnershipHandle specialized trips and member interactions and escalationDetermine which groups will be best utilized within the organization based on assigned market needsDetermine outreach plan that their assigned market needsHost and manage Member Advisory Committee (MAC) meetingsParticipate in Transportation Advisory Committees (TACs) meetingsCreate market specific resources and presentations, based on the needs of the marketParticipate in ride along with the member to determine appropriate service was providedInvestigate and document all reported issues, providing thorough and timely follow upAnalyze data, and present information to improve member experienceDevelop and Implement processes to improve member experience in coordination with on site and corporate stakeholdersDocument escalations and action plans in the appropriate intake systemsMaintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on timeEducate and provide members information on their rightsTriage complaints submitted via fax, voice mail or emailProvide follow up contact to recipients per their request in regards to complaint resolutionUse complaint data to recommend education and process improvementProofread any data submitted to the state for escalated issuesMonitor and report on members access to MTM as it relates to those with disabilities, language barriers and technologyAssist Facility Coordinator, Program Director with member and advocacy group issuesUpdate Logistics Management in regards to non-compliance issues with transportation providers and advise of incident/accident issuesRespond to Client, Program Manager, or Account Manager inquiriesCommunicate with Contact Center leadership with regards to customer service complaintsProduce and share member success storiesOther duties as assignedWhat you'll need:High School Diploma or G.E.D. required2+ years' experience in a role within Quality Management, Health Care, Social Work or member advocacy2 + years' experience in Customer ServiceExperience delivering presentations both in person and virtuallyProficient in Microsoft Office SuiteSkills:Excellent communication skills, with an emphasis on grammar and spellingA working knowledge of contractsAbility to tactfully question and obtain informationExcellent organizational and interpersonal skillsDemonstrated ability to manage multiple prioritiesAbility to handle confidential information in a professional mannerAbility to accomplish duties/tasks with little direct supervisionAbility to prioritize tasks and deadlinesExcellent presentation skillsAbility to problem solve and troubleshootAbility to communicate with all levels of employees as well as external customersAbility to build relationshipsAbility to use basic office equipmentEven better if you have:Some college, preferredOmbudsman experience or certification, strongly preferred (CO-OP)What's in it for you:Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesSalary Min: $48,000Salary Max: $58,000This 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.