Ombudsman at Medical Transportation Management in Lake Saint Louis, Missouri

Job Description:

MTM, Inc. is hiring an Ombudsman! Candidates must reside in the State of Missouri. This is a hybrid role in office and remote.

Some travel may be required.

What Will Your Job Look Like?

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

• 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

All you need is...

• High school diploma or G.E.D.


• 2 + years’ experience in Customer Service


• Previous Quality Management, Health Care, Social Work or member advocacy experience required


• Proficient in Microsoft Office Suite

Even better if you have...

• Some college preferred


• 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

MTM Incentives

• Health, Dental, Vision and Life Insurance plans


• 401(k) with a company match


• Paid Time Off and Holiday Pay


• Maternity/Paternity Leave


• Birthday Holiday


• Tuition Reimbursement


• MTM Perks Discount Program


• Leadership Mentoring Opportunities

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.