Trainer, Community Outreach

MTM, Inc; United States; Remote; USD 47,000 - 63,000; Full time

Job summary

MTM, Inc in the United States is seeking a Trainer, Community Outreach to build relationships with facilities, clinics, and clients, deliver training, and promote MTM self-service features to improve service delivery.

You will develop outreach plans, analyze data, manage projects to completion, and provide on-ground support for implementations and crisis management as necessary, with a salary range based on location and experience.

Qualifications

• High School Diploma or GED required.
• 2+ years experience in customer service.
• 1+ year experience in training others.
• Proficient in Microsoft Office Suite.
• Strong communication and relationship-building skills.
• Ability to manage data and reporting.
• Ability to handle confidential information.
• Global and cultural awareness.
• Ability to prioritize tasks and deadlines.
• Risk awareness and management.

Responsibilities

• Own facilities/clinics within assigned market and improve service.
• Create strategic outreach action plans based on market data.
• Promote MTM self-service features to stakeholders to improve service delivery.
• Provide training for external stakeholders on processes and systems.
• Analyze reports to improve facility and stakeholder experience.
• Provide on-ground support for implementations and crisis management as necessary.
• Triage issues and collaborate to resolve with others.
• Develop and implement processes to improve stakeholder experience.
• Measure learner satisfaction and transfer of knowledge.
• Support special projects as needed.

Skills

Customer service

Training others

Microsoft Office Suite

Relationship building

Communication skills

Problem solving

Data management and reporting

Attention to detail

Risk awareness and management

Global and cultural awareness

Education

High School Diploma or GED

Bachelor’s Degree, preferred

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 marketOversee 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 virtuallyCreate strategic outreach action plans based on the data in their marketDetermine which facilities to interact with on a day-to-day basis, based on dataUnderstand the needs of the market and create specific presentations, training materials, and resource guides, as neededEnsure compliance with regulations and contract requirementsManage projects to completion while ensuring timely receipts of required deliverablesIdentify/report systematic issues that lead to service failures or complaints and work to develop a solutionPromote MTM self-service features to applicable stakeholders to support improved service delivery and operational efficiencyFacilitate and participate in meetings, town halls, training sessions, health fairs or other relevant information sharing eventsAnalyze reports, and present information to improve facility and stakeholder experience and contract complianceDevelop and Implement processes to improve facility and stakeholder experience in coordination with on site and corporate stakeholdersProvide ongoing support for external stakeholders (clinicians, social workers etc.)Provide on the ground support for implementations, acquisitions, contract expansions and crisis management as necessaryProvide additional oversight for accuracy and timeliness of deliverables due to internal and external stakeholdersAnalyze complaint and report data to recommend education and process improvementWork with Quality Ops to provide internal reporting on facility complaints, resolutions and actions takenTriage issues from facilities, finding solutions, or collaborating with others, when necessary, to resolutionProvide training for external stakeholders on processes and systemsMeasure external learner satisfaction and transfer of knowledge or skillsMeasure effectiveness of outreach events using both innovate and standard approaches to drive continual improvementProvide support on special projects as neededWhat you’ll need:Experience, Education & Certifications:High School Diploma or G.E.D.2 + years’ experience in customer service1 + year experience in training othersProficient in Microsoft Office SuiteSkills:Ability to accomplish duties/tasks with little direct supervisionAbility to problem solve and proactively take charge of difficult situations to find reasonable solutionsAbility to build relationships and communicate effectively with internal and external stakeholders at all levelsAbility to prioritize tasks and deadlinesStrong communication skillsAbility to problem solve and troubleshootDisplays professional behaviorAbility to explain complex subjects in a clear and interesting way as well as emphasize the importance of contentGlobal and cultural awarenessAbility to handle confidential informationData management and reportingStrong goal orientationHigh attention to detailRisk awareness and managementEven better if you have:Bachelor’s Degree, preferredWhat’s in it for you:Health and Life Insurance PlansDental and Vision Plans401(k) with a company matchPaid Time Off and Holiday PayMaternity/Paternity LeaveCasual Dress EnvironmentTuition ReimbursementMTM Perks Discount ProgramLeadership Mentoring OpportunitiesSalary Min: $47,920Salary Max: $62,900This 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.#MTM