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 role must sit within the region it is supporting (New Mexico). What you’ll do: Identify and report systematic issues that lead to complaints and work to develop a solution 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 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 Assist Facility Coordinator, Program Director with member and advocacy group issues Update Logistics Management in regards to non-compliance issues with transportation providers and advise of incident/accident issues Respond to Client, Program Manager, or Account Manager inquiries Communicate with Contact Center leadership with regards to customer service complaints Produce and share member success stories Other duties as assigned What you’ll need: Experience, Education & Certifications: High School Diploma or G.E.D. required 2+ years’ experience in a role within Quality Management, Health Care, Social Work or member advocacy 2 + years’ experience in Customer Service Experience delivering presentations both in person and virtually Proficient in Microsoft Office Suite Skills: Excellent communication skills, with an emphasis on grammar and spelling A 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 Ability to problem solve and troubleshoot Ability to communicate with all levels of employees as well as external customers Ability to build relationships Ability to use basic office equipment Even better if you have: Some college, preferred Ombudsman experience or certification, strongly preferred (CO-OP) 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: $48,000 Max: $58,000 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. 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. About Us MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks. MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals: Respect Individuals Collaborate to Innovate Deliver Value Align with Clients Act with Integrity Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact. Benefits without Barriers To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded. Programs and Opportunities Art of Client Communication Cornerstone Program Bench Program Tech Bench Program Continuous Education Reimbursement #J-18808-Ljbffr