Resolution Specialist

MTM Transit; Norton (VA); On-site; USD 49,594,000 - 56,482,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

401(k) match

Paid time off

Maternity/paternity leave

Casual dress

Tuition reimbursement

Perks program

Mentoring opportunities

Job summary

MTM Transit in Norton, VA is seeking a Resolution Specialist to manage complaints, incidents and accidents for designated clients, following MTM Policies and URAC compliance. This is an on-site role at our Norton office with standard weekday hours.

You will document, investigate and resolve issues, coordinate with transportation providers, and prepare monthly reports while supporting quality improvement initiatives within MTM’s network.

Qualifications

• High School Diploma or GED required.
• 2 years of customer service experience required.

Responsibilities

• Document, review, investigate, resolve and follow up on complaints for assigned clients within SLA.
• Adhere to client SLAs to ensure complaints remain compliant.
• Obtain responses within 24-48 hours from transportation providers.
• Provide immediate follow up if responses are not submitted on time.
• Respond to inquiries from clients, Program Director, or Account Executive within timeframe.
• Ensure accuracy of information in reports prior to deadlines.
• Triage issues and assist MTM internal departments with complaints.
• Assist with monthly trending and report issues to leadership for review.
• Monitor and report incident/accident issues.
• Monitor and report non-compliance to leadership and Network Management.
• Compile weekly/monthly summaries of investigations, findings and resolutions.
• Send monthly Quality & Compliance tips to providers and Network Management.
• Ensure training documents received per Q&C request.
• Create workflows and tracking mechanisms as assigned.
• Participate in quality improvement projects to ensure URAC compliance.
• Compile daily/weekly/monthly complaint reports for designated clients.

Skills

Microsoft Suite

Communication skills

Organizational skills

Interpersonal skills

Multitasking

Confidential information handling

Problem solving

Education

High School Diploma or GED

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. 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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