Ombudsman

This is a fully remote position, open to applicants in New Mexico.

📋 Description

• Investigate concerns and work towards resolutions for all members in the designated New Mexico region.

• Identify and report systemic issues that lead to complaints and formulate solutions.

• Drive processes in alignment with contract requirements, collaborating with market leadership.

• Represent MTM in meetings with advocacy groups.

• Identify key advocacy groups and tribal organizations, educating them on partnership advantages.

• Manage specialized trips, member interactions, and escalations.

• Assess appropriate groups and outreach strategies based on specific market needs.

• Host and oversee Member Advisory Committee meetings.

• Participate in Transportation Advisory Committee meetings.

• Develop market-specific resources and presentations.

• Engage in member ride-alongs to evaluate whether suitable service was provided.

• Investigate and document reported issues with comprehensive and prompt follow-up.

• Analyze data and present information to enhance member experience.

• Collaborate with onsite and corporate stakeholders to develop and implement processes.

• Record escalations and action plans in intake systems.

• Maintain lists of impacted members and follow up to ensure safe and timely transportation.

• Inform members about their rights.

• Triage complaints received via fax, voicemail, or email.

• Follow up with recipients regarding the resolution of complaints.

• Utilize complaint data to suggest educational and process enhancements.

• Proofread data submitted to the state for escalated issues.

• Monitor and report member access for individuals with disabilities, language barriers, and technological limitations.

• Assist the Facility Coordinator and Program Director with member and advocacy group matters.

• Update Logistics Management regarding noncompliance issues with transportation providers and incidents/accidents.

• Address inquiries from Clients, Program Managers, and Account Managers.

• Communicate with Contact Center leadership about customer service complaints.

• Produce and share member success stories.

• Perform additional duties as assigned.

⛳️ Requirements

• High School Diploma or G.E.D. is required.

• 2+ years’ experience in a role related to Quality Management, Health Care, Social Work, or member advocacy.

• 2+ years’ experience in Customer Service.

• Experience in delivering presentations both in person and virtually.

• Proficient in Microsoft Office Suite.

• Outstanding communication skills, focusing on grammar and spelling.

• A foundational understanding of contracts.

• Ability to tactfully ask questions and gather information.

• Excellent organizational and interpersonal skills.

• Proven capability to manage multiple priorities effectively.

• Capacity to handle confidential information professionally.

• Ability to execute duties/tasks with minimal direct supervision.

• Proficiency in prioritizing tasks and meeting deadlines.

• Exceptional presentation skills.

• Ability to problem-solve and troubleshoot effectively.

• Competence in communicating with employees at all levels as well as external customers.

• Ability to foster relationships.

• Proficiency in using basic office equipment.

• Some college education is preferred.

• Ombudsman experience or certification is strongly preferred (CO-OP).

🏝️ Benefits

• 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.