Trainer, Community Outreach

MTM, Inc.; United States; 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 Trainer, Community Outreach to strengthen relationships with internal and external stakeholders and deliver training aligned with MTM policies.

You will manage facilities and clinics, develop outreach plans, and ensure regulatory compliance while driving market initiatives. Your role includes creating presentations, managing projects to completion, and promoting MTM self-service features to improve service delivery and operational efficiency.

Qualifications

• 2+ years' experience in customer service.
• 1+ year experience in training others.
• Proficient in Microsoft Office Suite.
• Proficient in Microsoft Office Suite

Responsibilities

• Ownership of facilities/clinics and other organizations in assigned market.
• Oversee interactions with facilities, clinics to improve service 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 and report issues leading to service failures and propose solutions.
• Promote MTM self-service features to stakeholders to improve service delivery.
• Facilitate meetings, town halls, training sessions, health fairs and other information-sharing events.
• Analyze reports and present information to improve stakeholder experience and contract compliance.
• Develop processes to improve facility and stakeholder experience with coordination.
• Provide ongoing support for external stakeholders (clinicians, social workers)
• Provide on-site support for implementations, acquisitions, contract expansions and crisis management
• Oversee accuracy and timeliness of deliverables to stakeholders
• Analyze complaint data to recommend education and process improvement
• Work with Quality Ops on internal reporting of facility complaints and actions
• Triage issues from facilities and collaborate to resolution
• Provide training for external stakeholders on processes and systems
• Measure learner satisfaction and knowledge transfer
• Measure effectiveness of outreach events and continuous improvement
• Support on special projects as needed

Skills

Communication skills

Relationship building

Problem solving

Data management

Attention to detail

Time management

Cultural awareness

Attention to detail

Risk awareness

Microsoft Office

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

What will your job look like?

The Trainer, Community Outreach 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 Trainer, Community Outreach, 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.

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 complaint 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.

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