Community Outreach Advocate

MTM, Inc.; Las Vegas (NV); On-site; USD 48,000 - 63,000; Full time

Benefits offered by this job

Health and Life Insurance Plans

Dental and Vision Plans

401(k) with company match

Paid Time Off and Holiday Pay

Maternity/Paternity Leave

Casual Dress Environment

Tuition Reimbursement

MTM Perks Discount Program

Leadership Mentoring Opportunities

Job summary

MTM, Inc. is seeking a Community Outreach Advocate in Las Vegas, NV to manage facilities and clinics within the assigned market. You will lead outreach, training, and relationship-building with internal teams and external stakeholders to improve service, drive self-service utilization, and ensure contract compliance.

The role requires 2 days in the Las Vegas office and travel to community events. Strong communication, planning, and data-driven decision making are essential, along with

Qualifications

• 2+ years’ experience in customer service.
• 1+ year experience in training others
• Proficient in Microsoft Office Suite
• Ability to communicate with internal and external stakeholders at all levels
• Ability to problem solve and troubleshoot effectively

Responsibilities

• Own facilities and clinics within assigned market.
• Oversee interactions with facilities, clinics and other organizations to improve service, increase self-service utilization and reduce complaints.
• Create strategic outreach action plans based on market data.
• Determine which facilities to interact with on a day-to-day basis based on data.
• Develop presentations, training materials, and resource guides as needed.
• Ensure compliance with regulations and contract requirements.
• Manage projects to completion with timely deliverables.
• Identify/report issues that lead to service failures and develop solutions.
• Promote MTM self-service features to stakeholders to improve service delivery and efficiency
• Facilitate meetings, town halls, training sessions, health fairs or related events
• Analyze reports and present information to improve facility and stakeholder experience and contract compliance
• Develop and implement processes to improve facility and stakeholder experience in coordination with on-site and corporate stakeholders
• Provide ongoing support for external stakeholders (clinicians, social workers, etc.)
• Provide on-the-ground support for implementations, acquisitions, contract expansions and crisis management
• Provide additional oversight for accuracy and timeliness of deliverables
• Analyze complaints and report data to recommend education and process improvements
• Work with Quality Ops to report on facility complaints, resolutions, and actions taken
• Triage issues from facilities and collaborate to resolution
• Provide training for external stakeholders on processes and systems
• Measure external learner satisfaction and transfer of knowledge or skills
• Measure effectiveness of outreach events using innovative and standard approaches

Skills

Customer service

Training others

MS Office

Relationship building

Communication skills

Problem solving

Data management

Attention to detail

Risk awareness

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

Microsoft Office Suite

Job description

What will your job look like?

The Community Outreach Advocate is responsible for facilitating positive business outcomes by maintaining relationships with internal and external stakeholders in accordance with contract requirements and MTM policies and procedures. Internal stakeholders include all MTM employees and external stakeholder may include but are not limited to facilities, transportation providers and clients. The Community Outreach Advocate will leverage tools and strategies which may include hosting meetings, conducting outreach and delivering training to accomplish market initiatives in alignment with MTM business goals.

The Community Outreach Advocate will leverage tools and strategies which may include hosting meetings, conducting outreach and delivering training to accomplish market initiatives in alignment with MTM business goals.

The Community Outreach Advocate will require 2 days in office at our Las Vegas location as well as travel to community events.

What you’ll do:

• Ownership of all facilities/clinics and other organizations within assigned market
• Oversee all interactions with facilities, clinics and other organizations in an effort to improve service, increase self-service utilization and reduce complaints and mitigate risk both in person and virtually
• Create strategic outreach action plans based on the data in their market
• Determine which facilities to interact with on a day-to-day basis, based on data
• Understand the needs of the market and create specific presentations, training materials, and resource guides, as needed
• Ensure compliance with regulations and contract requirements
• Manage projects to completion while ensuring timely receipts of required deliverables
• Identify/report systematic issues that lead to service failures or complaints and work to develop a solution
• Promote MTM self-service features to applicable stakeholders to support improved service delivery and operational efficiency
• Facilitate and participate in meetings, town halls, training sessions, health fairs or other relevant information sharing events
• Analyze reports, and present information to improve facility and stakeholder experience and contract compliance
• Develop and Implement processes to improve facility and stakeholder experience in coordination with on site and corporate stakeholders
• Provide ongoing support for external stakeholders (clinicians, social workers etc.)
• Provide on the ground support for implementations, acquisitions, contract expansions and crisis management as necessary
• Provide additional oversight for accuracy and timeliness of deliverables due to internal and external stakeholders
• Analyze complaints and report data to recommend education and process improvement
• Work with Quality Ops to provide internal reporting on facility complaints, resolutions and actions taken
• Triage issues from facilities, finding solutions, or collaborating with others, when necessary, to resolution
• Provide training for external stakeholders on processes and systems
• Measure external learner satisfaction and transfer of knowledge or skills
• Measure effectiveness of outreach events using both innovate and standard approaches to drive continual improvement
• Provide support on special projects as needed

What you’ll need:

Experience, Education & Certifications:

• High School Diploma or G.E.D.
• 2 + years’ experience in customer service
• 1 + year experience in training others
• Proficient in Microsoft Office Suite

Skills:

• Ability to accomplish duties/tasks with little direct supervision
• Ability to problem solve and proactively take charge of difficult situations to find reasonable solutions
• Ability to build relationships and communicate effectively with internal and external stakeholders at all levels
• Ability to prioritize tasks and deadlines
• Strong communication skills
• Ability to problem solve and troubleshoot
• Displays professional behavior
• Ability to explain complex subjects in a clear and interesting way as well as emphasize the importance of content
• Global and cultural awareness
• Ability to handle confidential information
• Data management and reporting
• Strong goal orientation
• High attention to detail
• Risk awareness and management

Even better if you have:

• Bachelor’s Degree, 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

Salary Min: $47,920

Salary Max: $62,900

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.