MTM is growing and hiring Resolution Specialists! This is a work from home position and candidates must reside in the State of Missouri. 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 & Continuous Improvement 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 Send complaint resolution letters to member/ beneficiary/ recipients per Client contract Compile daily/weekly/monthly complaint reports to be submitted to designated clients per contract Obtain responses within 24-48 hours from Transportation Providers to complaints and complaint issues Closely adhere to client service level agreements to ensure complaints do not go out of compliance Provide immediate follow up for complaint responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed 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 All you need is... High School Diploma or G.E.D. Some college preferred Previous customer service experience Previous Quality & Compliance experience preferred A minimum of six months in the MTM Customer Service Center preferred Working knowledge of MTM Customer Service protocols and procedures preferred Even better if you have... Proficient in Microsoft Suite Strong and effective communication skills, with an emphasis on grammar and spelling A working knowledge of all Client protocols Ability to tactfully question and obtain information Excellent organizational skills Excellent interpersonal skills Ability to manage multiple priorities required Typing skills 30 wpm Ability to handle confidential information in a professional manner Strong problem solving skills MTM Incentives Health and Life Insurance Plans Dental and Vision Plans 401(k) with a company match Work From Home Opportunities Flexible Scheduling Paid Time Off and Holiday Pay Maternity/Paternity Leave Birthday Holiday Casual Dress Environment Tuition Reimbursement MTM Perks Discount Program Milestone Anniversary One Month Sabbatical Leadership Mentoring Opportunities *Some incentives not available in all locations 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 People & Culture.