Community Outreach Advocate

MTM Transit•Newport News, VA

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 Location: Candidates must reside in the State of Virginia. What you’ll do: 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 What you’ll need: Experience, Education & Certifications: 2 + years’ experience in customer service 1 + year experience in training others Skills: 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 Even better if you have... Bachelor’s Degree, 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 Salary Min: $47,476 Salary Max: $55,000 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

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