Ombudsman

MTM, Inc

New Mexico

Hybrid

USD 48,000 - 58,000

Full time

4 days ago

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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 Health is seeking an Ombudsman to advocate for members in New Mexico, investigating issues and facilitating resolutions in alignment with client requirements and MTM policies. The role partners with advocacy groups, MTM colleagues, and providers, acting as a resource for members whose issues exceed contract requirements.

The position sits in the designated region and focuses on improving member experience.

Qualifications

High School Diploma or GED required.
2+ years’ experience in Quality Management, Health Care, Social Work or member advocacy.
2+ years’ experience in Customer Service.
Experience delivering presentations both in person and virtually.
Proficient in Microsoft Office Suite.

Responsibilities

Identify and report systematic issues that lead to complaints and work to develop a solution.
Know and drive processes, based on the contract requirements, partnering with market leadership.
Attend meetings with advocacy groups on behalf of MTM.
Identify special advocacy groups and tribal organizations and provide company related education on the benefits of a partnership.
Handle specialized trips and member interactions and escalation.
Determine which groups will be best utilized within the organization based on assigned market needs.
Determine outreach plan that their assigned market needs.
Host and manage Member Advisory Committee (MAC) meetings.
Participate in Transportation Advisory Committees (TACs) meetings.
Create market specific resources and presentations, based on the needs of the market.
Participate in ride along with the member to determine appropriate service was provided.
Investigate and document all reported issues, providing thorough and timely follow up.
Analyze data, and present information to improve member experience.
Develop and implement processes to improve member experience in coordination with on site and corporate stakeholders.
Document escalations and action plans in the appropriate intake systems.
Maintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on time.
Educate and provide members information on their rights.
Triage complaints submitted via fax, voice mail or email.
Provide follow up contact to recipients per their request in regards to complaint resolution.
Use complaint data to recommend education and process improvement.
Proofread any data submitted to the state for escalated issues.
Monitor and report on members access to MTM as it relates to those with disabilities, language barriers and technology.
Assist Facility Coordinator, Program Director with member and advocacy group issues.
Update Logistics Management in regards to non-compliance issues with transportation providers and advise of incident/accident issues.
Respond to Client, Program Manager, or Account Manager inquiries.
Communicate with Contact Center leadership with regards to customer service complaints.
Produce and share member success stories.
Other duties as assigned

Skills

Public speaking

Excellent communication

Contract knowledge

Organizational skills

Interpersonal skills

Problem solving

Relationship building

Task prioritization

Confidential information handling

Presentation skills

Education

High School Diploma or GED

Some college

Tools

Microsoft Office Suite

Job description

What will your job look like?

The Ombudsman is MTM’s designated member advocate responsible for investigating issues and working towards resolution for all members in the assigned region in accordance with client requirements and MTM policies and procedures. The Ombudsman partners with advocacy groups, other local and State Ombudsman, and providers while acting as a resource to assist members whose issues may exceed MTM contract requirements. This role must sit within the region it is supporting (New Mexico).

What you’ll do:

Identify and report systematic issues that lead to complaints and work to develop a solution
Know and drive processes, based on the contract requirements, partnering with market leadership
Attend meetings with advocacy groups on behalf of MTM
Identify special advocacy groups and tribal organizations and provide company related education on the benefits of a partnership
Handle specialized trips and member interactions and escalation
Determine which groups will be best utilized within the organization based on assigned market needs
Determine outreach plan that their assigned market needs
Host and manage Member Advisory Committee (MAC) meetings
Participate in Transportation Advisory Committees (TACs) meetings
Create market specific resources and presentations, based on the needs of the market
Participate in ride along with the member to determine appropriate service was provided
Investigate and document all reported issues, providing thorough and timely follow up
Analyze data, and present information to improve member experience
Develop and implement processes to improve member experience in coordination with on site and corporate stakeholders
Document escalations and action plans in the appropriate intake systems
Maintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on time
Educate and provide members information on their rights
Triage complaints submitted via fax, voice mail or email
Provide follow up contact to recipients per their request in regards to complaint resolution
Use complaint data to recommend education and process improvement
Proofread any data submitted to the state for escalated issues
Monitor and report on members access to MTM as it relates to those with disabilities, language barriers and technology
Assist Facility Coordinator, Program Director with member and advocacy group issues
Update Logistics Management in regards to non-compliance issues with transportation providers and advise of incident/accident issues
Respond to Client, Program Manager, or Account Manager inquiries
Communicate with Contact Center leadership with regards to customer service complaints
Produce and share member success stories
Other duties as assigned

What you’ll need:

Experience, Education & Certifications:

High School Diploma or G.E.D. required
2+ years’ experience in a role within Quality Management, Health Care, Social Work or member advocacy
2 + years’ experience in Customer Service
Experience delivering presentations both in person and virtually
Proficient in Microsoft Office Suite

Skills:

Excellent communication skills, with an emphasis on grammar and spelling
A working knowledge of contracts
Ability to tactfully question and obtain information
Excellent organizational and interpersonal skills
Demonstrated ability to manage multiple priorities
Ability to handle confidential information in a professional manner
Ability to accomplish duties/tasks with little direct supervision
Ability to prioritize tasks and deadlines
Excellent presentation skills
Ability to problem solve and troubleshoot
Ability to communicate with all levels of employees as well as external customers
Ability to build relationships
Ability to use basic office equipment

Even better if you have:

Some college, preferred
Ombudsman experience or certification, strongly preferred (CO-OP)

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: $48,000

Max: $58,000

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.

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.

About Us

MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.

MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals:

Respect Individuals
Collaborate to Innovate
Deliver Value
Align with Clients
Act with Integrity

Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact.

Benefits without Barriers

To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded.

Programs and Opportunities