Client Quality Lead

MTM Transit • Indianapolis, IN

4d • $23 - $29 • Remote

About The Position

The Client Quality Lead role will be responsible for the day-to-day relationship management of MTM Health clients in relation to Quality Operations. This role will cultivate and maintain strong, trusting relationships with our high-value clients to foster long-term loyalty and satisfaction. Location & Hours: This is a Work from Home position. Candidates must be able to work the following schedule: Monday – Friday: 8:00am – 5:00pm CST (Saturday and Sunday off)

Requirements

• High School Diploma or G.E.D.
• Bachelor's Degree or equivalent work experience
• 3 years of Account Management or Quality Related experience
• Experience working with Medicaid, State Public Assistance, or Managed Care organizations
• Proficiency with MS Office Suite
• Excellent communication and problem-solving skills
• Excellent organizational, interpersonal and teamwork skills
• Conduct all activities in a timely and responsible manner
• Ability to multi-task and set priorities in a fast-paced environment
• Ability to make solid judgement calls
• Ability to maintain high level of confidentiality
• Regular attendance is required
• Ability to gain and maintain working knowledge of MTM Health Operational departments
• Effectively communicate company vision and direction
• Knowledge of all department responsibilities preferred
• Art of Client Communication
• Cornerstone Program
• Bench Program
• Tech Bench Program
• Continuous Education Reimbursement

Responsibilities

• Understand client goals and challenges, acting as a voice for the client within the Quality organization to ensure their needs are met
• Facilitate consistent and transparent communication between clients and internal teams, ensuring information flows effectively
• Assist and represent Quality Operations during system migrations and implementation activities, including meetings, pre- and post-reviews, and Client contact
• Be the point of contact or all Clients in relation to Quality Operations
• Represent Quality Operations on complaint specific internal and external meetings, including Quality complaint reviews, Weekly or monthly Client Quality meetings, etc
• Coordinate with MTM Health internal stakeholders to follow up on Member concerns presented by the Client to assist with action planning and resolution
• Review and respond to inbound client emails, working with Quality Operations leadership and plan leadership to coordinate responses or action plans as needed
• Partner with Program Directors and other internal stakeholders to help resolve complex client issues in relation to complaints, significant events or other member concerns
• Attend weekly meetings with Quality Operations teams
• Complaint investigation follow up
• Review complaint metrics for: Repeat members and coordinate with Regional Care and Clients to address Repeat driver complaints and coordinate with Logistics to address
• Be a subject matter expert for Quality Operations process and procedures
• Be a resource for Quality Operations leadership in times of absence
• Strong verbal and written communication skills for clear and effective interaction
• Understanding the MTM Health services and market specific needs that are relevant to the client and company
• Other duties as assigned

Benefits

• Limitless Growth Opportunities
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level