Resolution Specialist

MTM, Inc

Norton (VA)

On-site

USD 25,000 - 29,000

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 Holidays

Casual Dress Environment

Job summary

MTM, Inc is seeking a Resolution Specialist to manage complaints, incidents, and accidents for designated clients at our Norton, VA office. The role requires adherence to MTM policies, timely follow-up, and collaboration with providers and leadership.

You will document, investigate, and resolve issues, ensure reports are accurate, and provide monthly trend insights for quality improvement while maintaining URAC standards.

Qualifications

High School Diploma or GED required.
2 years of customer service experience.
Proficient in Microsoft Suite.

Responsibilities

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.

Skills

Communication skills

Organizational skills

Interpersonal skills

Multitasking

Confidential information handling

Problem solving

Quality & Compliance experience

Some college

MTM CS Center experience

Customer service experience

Education

High School Diploma or GED

Some college preferred

Tools

Microsoft Office

Job description

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.

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.

Core Values

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

Our Potential. 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.

Limitless Growth Opportunities At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible.

Programs