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Ombudsman (FL) at Medical Transportation Management

Posted in Education 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Tampa, Florida

Job Description:

Consider a Career at MTM

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

Minimum Qualifications:

  • 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?

  • Paid vacation

  • Holiday Pay

  • Health and Life Insurance Plans

  • Dental and Vision Plans

  • 401(k)

  • Onsite Gym

  • Wellness Screenings

  • Birthday Holiday

  • Training Development

  • Casual Dress Environment

  • Scholarship Program

  • Healthy Market

  • Free Coffee

*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