Resolution Specialist at MTM Transit

Norton, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

18.5

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Incident Investigation, Accident Investigation, Quality Assurance, Compliance, Customer Service, Communication, Organization, Interpersonal Skills, Problem Solving, Microsoft Suite, Time Management, Confidentiality, Workflow Creation, Tracking Mechanisms, Quality Improvement

Industry

Ground Passenger Transportation

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. This position is location on-site in Norton, VA. 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. #MTM About Us MTM Health is a healthcare and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks. MTM Health’s five core values guide our employees in providing the highest quality customer experience possible and helping clients achieve their goals: - Respect Individuals - Collaborate to Innovate - Deliver Value - Align with Clients - Act with Integrity Your Potential. Our Mission. At MTM Health, you’re not just part of a team—you’re at the heart of a movement to remove community barriers nationwide. We’re all about breaking the mold with bold ideas, open conversations, and a relentless focus on what matters most: you. Here, collaboration sparks breakthroughs, learning fuels growth, and every voice shapes our future. Together, we thrive, push our limits, and work as team to help you reach your full potential. With consistent Top Workplace and Best Place to Work awards, plus honors for Healthiest Employers, Diversity and Inclusion, Women in Leadership, and top-tier training programs, we’re recognized for creating a culture that empowers you to thrive, innovate, and lead with impact. We invite you to apply for any of our open positions and look forward to providing you an opportunity to develop your career as a member of our team. Don't see your dream job listed? No problem! Introduce yourself by completing this form with your contact information and resume. We’ll keep your details on hand and reach out if a great opportunity opens up that matches your experience. Benefits without Barriers To show appreciation for our staff’s hard work and dedication, MTM offers more than just a paycheck. Our Total Rewards program is all encompassing, offering a wide variety of enticing benefits to ensure our employees and their families are rewarded. Limitless Growth Opportunities At MTM, your growth powers our movement. Our career development programs are designed to ignite your potential, sharpen your skills, and propel you toward a future where you don’t just succeed—you redefine what’s possible. Art of Client Communication Cornerstone Program Bench Program Tech Bench Program Continuous Education Reimbursement

Responsibilities

The Resolution Specialist manages complaints, incidents, and accidents for designated clients, ensuring adherence to client requirements and company policies for Quality & Compliance. This involves documenting, investigating, resolving issues, and providing timely follow-up to maintain service level agreements.