Client Quality Lead

What will your job look like?

The Client Quality Lead role will be responsible for the day-to-day relationship management of MTM Health clients in relation to Quality Operations.  This role will cultivate and maintain strong, trusting relationships with our high-value clients to foster long-term loyalty and satisfaction.

Location & Hours:  This is a Work from Home position. Candidates must be able to work the following schedule:

Monday – Friday: 8:00am – 5:00pm CST (Saturday and Sunday off)

What you’ll do:

• Understand client goals and challenges, acting as a voice for the client within the Quality organization to ensure their needs are met

• Facilitate consistent and transparent communication between clients and internal teams, ensuring information flows effectively

• Assist and represent Quality Operations during system migrations and implementation activities, including meetings, pre- and post-reviews, and Client contact

• Be the point of contact or all Clients in relation to Quality Operations

• Represent Quality Operations on complaint specific internal and external meetings, including Quality complaint reviews, Weekly or monthly Client Quality meetings, etc

• Coordinate with MTM Health internal stakeholders to follow up on Member concerns presented by the Client to assist with action planning and resolution

• Review and respond to inbound client emails, working with Quality Operations leadership and plan leadership to coordinate responses or action plans as needed

• Partner with Program Directors and other internal stakeholders to help resolve complex client issues in relation to complaints, significant events or other member concerns

• Attend weekly meetings with Quality Operations teams

• Complaint investigation follow up

• Review complaint metrics for: 

  • Repeat members and coordinate with Regional Care and Clients to address

  • Repeat driver complaints and coordinate with Logistics to address

  • Be a subject matter expert for Quality Operations process and procedures

  • Be a resource for Quality Operations leadership in times of absence

  • Strong verbal and written communication skills for clear and effective interaction

  • Understanding the MTM Health services and market specific needs that are relevant to the client and company

• Other duties as assigned

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.

• Bachelor's Degree or equivalent work experience

• 3 years of Account Management or Quality Related experience

• Experience working with Medicaid, State Public Assistance, or Managed Care organizations

Skills:

• Proficiency with MS Office Suite

• Excellent communication and problem-solving skills

• Excellent organizational, interpersonal and teamwork skills

• Conduct all activities in a timely and responsible manner

• Ability to multi-task and set priorities in a fast-paced environment

• Ability to make solid judgement calls

• Ability to maintain high level of confidentiality

• Regular attendance is required

• Ability to gain and maintain working knowledge of MTM Health Operational departments

• Effectively communicate company vision and direction

• Knowledge of all department responsibilities preferred

• Ensure accountability for established goals or KPIs

What’s in it for you:

• 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: $23.04/hr

Max: $29.00/hr

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 MTM’s People & Culture.