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).

• 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

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)

• 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

Min: $48,000

Max: $58,000

This information…