Resolution Specialist: Client Complaints & Compliance

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

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.