MTM and MTM Transit are healthcare and transportation management companies whose mission is to collaborate with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. As the nation's most trusted partners in removing community barriers, we prioritize the wellbeing of the communities we serve through philanthropy. Nationwide, our diverse employee base is always willing to give back and contribute. As a Woman-Owned Business Enterprise (WBE) certified by the Women's Business Enterprise National Council, we are committed to maintaining and empowering a diverse workforce.
Simply put, we are passionate about what we do and it shows. MTM has been recognized with numerous awards and accolades, including Mogul's Top 100 Innovators in Diversity & Inclusion (2017). The St. Louis Business Journal Healthiest Employers (2020), Best Places to Work (2019), Fastest-Growing Private Companies (2017), Top Family Owned Business (2016) and Top Five Largest Women-Owned Business (2020)
The Quality Operations Analyst supports the Quality Management team by tracking and trending patterns in reported issues to find and eliminate deficiencies. This role will use data analytics to help identify issues that are against both MTM and their vendors, making recommendations for solutions. The Quality Operations Analyst will partner with internal stakeholders, as needed, in documentation and resolution of complaints and complaint issues, while adhering to Client service level agreements and maintaining a professional demeanor.
This position is located at our office in Eugene, OR.
What will your job look like?
Develop ad-hoc queries and investigate opportunities through analytics for continual Operational performance improvement
Produce timely and accurate reporting that drives action to result in resolutions
Ensure information accuracy in reporting, prior to deadline submission
Compile information to understand key complaint indicators and spot trends, patterns, and track performance for providers, facilities and MTM associates
For continual process improvement opportunities utilize quantitative data to determine trends and patterns within complaints
Generate comprehensive reports and perform regular and ad-hoc analysis of deficiencies
Assist with ad-hoc audits, as requested, by the Client and/or leadership
Conduct process reviews to assist in establishing quality indicators for various departments and/or departmental functions
Document, review, investigate, and provide follow up for complaints and complaint issues that are reported, while adhering to the timeline set by Client protocols
Respond to the Client, local and satellite leadership, and/or Account Executive inquiries sent via email or fax, within the specified time frame
Handle confidential and sensitive issues
Update Client statistics as needed
Other duties as assigned
All you need is:
High School Diploma or G.E.D.
A minimum of one year of quality related experience
Even better if you have:
A college degree
A minimum of six months in the MTM Customer Service Center
Working knowledge of MTM Customer Service protocols and procedures
Previous experience in Medicaid or state public assistance programs
Experience working for a managed care organization or healthcare provider
Knowledge of Quality Management processes
Data analysis and interpretation skills
Ability to work in a team environment
Extensive knowledge of MTM Clients’ protocols
Excellent interpersonal skills
Strong problem solving skills
Possess organization skills as well as detail oriented
Ability to schedule, organize and prioritize multiple tasks
Excellent communication skills
Moderate to advanced computer skills required – including proficiency with Microsoft applications, including Word, Excel, and Access
MTM Incentives:
Health and Life Insurance Plans
Dental and Vision Plans
401(k) with a company match
Work From Home Opportunities
Flexible Scheduling
Paid Time Off and Holiday Pay
Maternity/Paternity Leave
Birthday Holiday
Casual Dress Environment
Tuition Reimbursement
MTM Perks Discount Program
Milestone Anniversary One Month Sabbatical
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 at (636) 561-5686 or talent@mtm-inc.net
