What will your job look like?
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.
Location: This position is on-site at our Norton, VA office located at 798 Park Ave NW, Norton, VA 24273
Hours: Monday - Friday: 8:00am - 4:30pm EST (Saturday and Sunday off)
What you’ll do:
Document, review, investigate, resolve and provide follow up for all complaints and complaint issues reported for assigned clients within the specified timeframe
Closely adhere to client service level agreements to ensure complaints do not go out of compliance
Obtain responses within 24-48 hours from Transportation Providers to complaints and complaint issues
Provide immediate follow up for complaint responses that are not submitted within the specified timeframe
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
Compile daily/weekly/monthly complaint reports to be submitted to designated clients per contract
What you’ll need:
Experience, Education & Certifications:
High School Diploma or G.E.D.
2 years of customer service experience
Skills:
Proficient in Microsoft Suite
Strong and effective communication skills, with an emphasis on grammar and spelling
Ability to tactfully question and obtain information
Excellent organizational skills
Excellent interpersonal skills
Ability to manage multiple priorities required
Ability to handle confidential information in a professional manner
Strong problem solving skills
Even better if you have...
Previous Quality & Compliance experience preferred
Some college preferred
A minimum of six months in the MTM Customer Service Center preferred
Working knowledge of MTM Customer Service protocols and procedures preferred
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
Rate of Pay: $18.50/hr
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual skills, experience, and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss this with us as you move through the selection process.
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.
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Skills Required
- High school diploma or GED
- Two years of customer service experience
- Proficiency in Microsoft Suite
- Strong written and verbal communication skills, including grammar and spelling
- Ability to tactfully question others and obtain information
- Excellent organizational skills
- Excellent interpersonal skills
- Ability to manage multiple priorities
- Ability to handle confidential information professionally
- Strong problem-solving skills
- Previous Quality and Compliance experience
- Some college education
- At least six months of experience in the MTM Customer Service Center
- Working knowledge of MTM Customer Service protocols and procedures
What We Do
MTM is a medical and transportation management company whose mission is to partner with our clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve our mission and overarching mission of communities without barriers, we leverage our core competencies in managing customer service operations and building provider networks. MTM provides management of transportation, care coordination through home and community based services, call center operations, ambulance claims, and functional assessments and travel training to state and county governments, Medicaid and Medicare managed care organizations (MCOs), third-party administrators, and healthcare providers
