Resolution Specialist

Resolution Specialist

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.

Location : Work From Home

Hours : 8am 5pm Monday - Friday (Schedule may vary slightly.)

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 :

Skills :

Even better if you have...

What's in it for you :

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.