Community Outreach Advocate

MTM•Blacksburg, VA

1d•Hybrid

About The Position

What will your job look like? The Community Outreach Advocate is responsible for facilitating positive business outcomes by maintaining relationships with internal and external stakeholders in accordance with contract requirements and MTM policies and procedures. Internal stakeholders include all MTM employees and external stakeholder may include but are not limited to facilities, transportation providers and clients. The Community Outreach Advocate will leverage tools and strategies which may include hosting meetings, conducting outreach and delivering training to accomplish market initiatives in alignment with MTM business goals. Client facing title based on the contract would be Manager of Outreach, Education, Training, & Member Services This will be a hybrid position-3 days in office Location: 105 Roanoke St E Blacksburg, VA 24060

Requirements

2 + years’ experience in customer service
1 + year experience in training others
Ability to accomplish duties/tasks with little direct supervision
Ability to problem solve and proactively take charge of difficult situations to find reasonable solutions
Ability to build relationships and communicate effectively with internal and external stakeholders at all levels
Ability to prioritize tasks and deadlines
Strong communication skills
Ability to problem solve and troubleshoot
Displays professional behavior
Ability to explain complex subjects in a clear and interesting way as well as emphasize the importance of content
Global and cultural awareness
Ability to handle confidential information
Data management and reporting
Strong goal orientation
High attention to detail
Risk awareness and management
Proficient in Microsoft Office Suite

Nice To Haves

Bachelor’s Degree, preferred

Responsibilities

Ownership of all facilities/clinics and other organizations within assigned market
Oversee all interactions with facilities, clinics and other organizations in an effort to improve service, increase self service utilization and reduce complaints and mitigate risk both in person and virtually
Create strategic outreach action plans based on the data in their market
Determine which facilities to interact with on a day-to-day basis, based on data
Understand the needs of the market and create specific presentations, training materials, and resource guides, as needed
Ensure compliance with regulations and contract requirements
Manage projects to completion while ensuring timely receipts of required deliverables
Identify/report systematic issues that lead to service failures or complaints and work to develop a solution
Promote MTM self-service features to applicable stakeholders to support improved service delivery and operational efficiency
Facilitate and participate in meetings, town halls, training sessions, health fairs or other relevant information sharing events
Analyze reports, and present information to improve facility and stakeholder experience and contract compliance
Develop and Implement processes to improve facility and stakeholder experience in coordination with on site and corporate stakeholders
Provide ongoing support for external stakeholders (clinicians, social workers etc.)
Provide on the ground support for implementations, acquisitions, contract expansions and crisis management as necessary
Provide additional oversight for accuracy and timeliness of deliverables due to internal and external stakeholders
Analyze complaint and report data to recommend education and process improvement
Work with Quality Ops to provide internal reporting on facility complaints, resolutions and actions taken
Triage issues from facilities, finding solutions, or collaborating with others, when necessary, to resolution
Provide training for external stakeholders on processes and systems
Measure external learner satisfaction and transfer of knowledge or skills
Measure effectiveness of outreach events using both innovate and standard approaches to drive continual improvement
Provide support on special projects as needed