Trainer, Community Outreach

What will your job look like?

The Trainer, Community Outreach is responsible for facilitating positive business outcomes by maintaining relationships with internal and external stakeholders in accordance with contract requirements and MTM policies and procedures. Internal stakeholders include all MTM employees and external stakeholder may include but are not limited to facilities, transportation providers and clients. The Trainer, Community Outreach, will leverage tools and strategies which may include hosting meetings, conducting outreach and delivering training to accomplish market initiatives in alignment with MTM business goals.

What you’ll do:

Ownership of all facilities/clinics and other organizations within assigned market

Oversee all interactions with facilities, clinics and other organizations in an effort to improve service, increase self service utilization and reduce complaints and mitigate risk both in person and virtually

Create strategic outreach action plans based on the data in their market

Determine which facilities to interact with on a day-to-day basis, based on data Understand the needs of the market and create specific presentations, training materials, and resource guides, as needed

Ensure compliance with regulations and contract requirements

Manage projects to completion while ensuring timely receipts of required deliverables

Identify/report systematic issues that lead to service failures or complaints and work to develop a solution

Promote MTM self-service features to applicable stakeholders to support improved service delivery and operational efficiency

Facilitate and participate in meetings, town halls, training sessions, health fairs or other relevant information sharing events

Analyze reports, and present information to improve facility and stakeholder experience and contract compliance

Develop and Implement processes to improve facility and stakeholder experience in coordination with on site and corporate stakeholders

Provide ongoing support for external stakeholders (clinicians, social workers etc.)Provide on the ground support for implementations, acquisitions, contract expansions and crisis management as necessary

Provide additional oversight for accuracy and timeliness of deliverables due to internal and external stakeholders

Analyze complaint and report data to recommend education and process improvement

Work with Quality Ops to provide internal reporting on facility complaints, resolutions and actions taken

Triage issues from facilities, finding solutions, or collaborating with others, when necessary, to resolution

Provide training for external stakeholders on processes and systems

Measure external learner satisfaction and transfer of knowledge or skills

Measure effectiveness of outreach events using both innovate and standard approaches to drive continual improvement

Provide support on special projects as needed

What you’ll need:

Experience, Education &

Certifications:

High School Diploma or G.E.D.2 + years’ experience in customer service1 + year experience in training others

Proficient in Microsoft Office Suite

Skills:

Ability to accomplish duties/tasks with little direct supervision

Ability to problem solve and proactively take charge of difficult situations to find reasonable solutions

Ability to build relationships and communicate effectively with internal and external stakeholders at all levels

Ability to prioritize tasks and deadlines

Strong communication skills

Ability to problem solve and troubleshoot

Displays professional behavior

Ability to explain complex subjects in a clear and interesting way as well as emphasize the importance of content

Global and cultural awareness

Ability to handle confidential information

Data management and reporting

Strong goal orientation

High…