Community Outreach Advocate (Personal Services)
At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!
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.
Location: This will be a hybrid role. You will be in office 2 days a week in our DC office (300 M Street, SE Suite 825 Washington, DC 20003)
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:
High School Diploma or G.E.D.
2 + years' experience in customer service
1 + year experience in training others
Proficient in Microsoft Office Suite
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
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: $47,476.00
Salary Max: $50,000.00
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.
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