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 Resolution Specialist is responsible for managing complaints, incidents and accidents for designated Clients, in accordance with Client requirements and MTM Policies and Procedures for Quality & Compliance.
This position is remote.
What Will Your Job Look Like?
Document, review, investigate, resolve and provide follow up for all complaints and complaint issues reported for assigned clients within the specified timeframe
Send complaint resolution letters to member/ beneficiary/ recipients per Client contract
Compile daily/weekly/monthly complaint reports to be submitted to designated clients per contract
Obtain responses within 24-48 hours from Transportation Providers to complaints and complaint issues
Closely adhere to client service level agreements to ensure complaints do not go out of compliance
Provide immediate follow up for complaint responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed
Respond to client, Program Director, or Account Executive inquiries sent via email, or fax, within the specified timeframe
Ensure accuracy of information in report prior to deadline submission
Triage issues and provide assistance to MTM’s internal departments with complaint issues
Assist with monthly trending information in regards to potential network inadequacies, transportation provider deficiencies, and training opportunities to applicable departments; report trends to leadership for further review
Monitor and report incident/accident issues
Monitor and report issues of non-compliance to the leadership staff and Network Management as indicated
Compile weekly/monthly summaries of incident/accident investigations, findings, and resolutions as required
Send out monthly Quality & Compliance Tips to transportation providers and Network Management regarding prevention measures identified
Ensure all training documents received per Q&C request
Create relevant workflows, and tracking mechanisms as assigned
Perform activities and participate in quality improvement projects for the Quality Improvement Program(s) as assigned to ensure ongoing compliance with URAC standards
A minimum of six months in the MTM Customer Service Center preferred
Working knowledge of MTM Customer Service protocols and procedures preferred
Even better if you have...
Proficient in Microsoft Suite
Strong and effective communication skills, with an emphasis on grammar and spelling
A working knowledge of all Client protocols
Ability to tactfully question and obtain information
Excellent organizational skills
Excellent interpersonal skills
Ability to manage multiple priorities required
Typing skills 30 wpm
Ability to handle confidential information in a professional manner
Strong problem solving skills
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
*Some incentives not available in 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 talent@mtm-inc.net
