Ombudsman

What will your job look like?

The Ombudsman is MTM’s designated member advocate responsible for investigating issues and working towards resolution for all members in the assigned region in accordance with client requirements and MTM policies and procedures.

The Ombudsman partners with advocacy groups, other local and State Ombudsman, and providers while acting as a resource to assist members whose issues may exceed MTM contract requirements.

This role must sit within the region it is supporting (New Mexico)

What you’ll do:


* Identify and report systematic issues that leads to complaints and work to develop a solution


* Know and drive processes, based on the contract requirements, partnering with market leadership


* Attend meetings with advocacy groups on behalf of MTM


* Identify special advocacy groups and tribal organizations and provide company related educate on the benefits of a partnership


* Handle specialized trips and member interactions and escalation


* Determine which groups will be best utilized within the organization based on assigned market needs


* Determine outreach plan that their assigned market needs


* Host and manage Member Advisory Committee (MAC) meetings


* Participate in Transportation Advisory Committees (TACs) meetings


* Create market specific resources and presentations, based on the needs of the market


* Participate in ride along with the member to determine appropriate service was provided


* Investigate and document all reported issues, providing thorough and timely follow up


* Analyze data, and present information to improve member experience


* Develop and Implement processes to improve member experience in coordination with on site and corporate stakeholders


* Document escalations and action plans in the appropriate intake systems


* Maintain an impacted member list and provide follow ups to ensure the members got to and from their appointments safely and on time


* Educate and provide members information on their rights


* Triage complaints submitted via fax, voice mail or email


* Provide follow up contact to recipients per their request in regards to complaint resolution


* Use complaint data to recommend education and process improvement


* Proofread any data submitted to the state for escalated issues


* Monitor and report on members access to MTM as it relates to those with disabilities, language barriers and technology


* Assist Facility Coordinator, Program Director with member and advocacy group issues


* Update Logistics Management in regards to non-compliance issues with transportation providers and advise of incident/accident issues


* Respond to Client, Program Manager, or Account Manager inquiries


* Communicate with Contact Center leadership with regards to customer service complaints


* Produce and share member success stories


* Other duties as assigned

What you’l...