Resolution Specialist

MTM Transit•Norton, VA

4d•$19•Onsite

About The Position

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. This position is location on-site in Norton, VA.

Requirements

High School Diploma or G.E.D.
2 years of customer service experience
Proficient in Microsoft Suite
Strong and effective communication skills, with an emphasis on grammar and spelling
Ability to tactfully question and obtain information
Excellent organizational skills
Excellent interpersonal skills
Ability to manage multiple priorities required
Ability to handle confidential information in a professional manner
Strong problem solving skills

Nice To Haves

Previous Quality & Compliance experience preferred
Some college preferred
A minimum of six months in the MTM Customer Service Center preferred
Working knowledge of MTM Customer Service protocols and procedures preferred

Responsibilities

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