From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Association’s Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities.
MTM, Inc. continues to grow and we are seeking an Ombudsman!
MTM, Inc. is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources. MTM is made up of people who share a passion for making a positive impact. Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities. MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.
The Ombudsman is MTM’s designated member advocate responsible for investigating issues and working towards resolution for all residents 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 position is located in Tampa, FL
Develop and implement the Ombudsman Program for the assigned region, based on the contract requirements; communicating full extent of newly created program
Maintain the Ombudsman Program, ensuring compliance with regulations and contract requirements
Document the Ombudsman program to ensure and develop best practices
Investigate and document all reported issues, providing thorough and timely follow up
Create reports, 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
Identify systematic issues that leads to complaints and work to develop a solution
Document created documents, communicating to Leadership finalized version
Serve as trusted intermediary between the members and organization for complaints
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
Provide immediate follow up for complaint responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
Use complaint data to recommend education and process improvement
Provide internal reporting on member complaints, resolutions and actions taken
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
Triage issues, complaints & unusual trip circumstances and determine appropriate action by reviewing complaint history, trip history, etc.
Provide interaction with members and oversight of the voice of the customer program
Produce and share member success stories
High School Diploma or G.E.D. required
Some college preferred
2 + year’s experience in Customer Service
Previous Quality Management, Health Care or member advocacy experience preferred
Proficient in Microsoft Office Suite
Must possess a valid driver’s license
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
Competency Based Qualifications:
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
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
What’s in it for you?
Health and Life Insurance Plans
Dental and Vision Plans
Casual Dress Environment
*These benefits may not be available at all locations
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 People & Culture at (636) 561-5686 or firstname.lastname@example.org.