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 solutionsKnow 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 education 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 matches 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 technologyWhat you'll need: Experience, Education & Certifications: High school diploma or GEDBachelor's degree from an accredited institution in social work, public administration, transportation management, communications, conflict resolution or a closely related fieldMinimum of 3 years experience in a role within Quality Management, Health Care, Social Work or member advocacy2+ years experience in Customer ServiceExperience in Ombudsman or related certification strongly preferred (CO‑OP)Key Skills: Excellent communication skills, with an emphasis on grammar and spellingWorking 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 skillsProblem‑solving and troubleshooting skillsAbility to communicate with all levels of employees as well as external customersAbility to build relationshipsBasic knowledge of office equipmentProficient in Microsoft Office SuiteWhat'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: $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