Quality Operations Analyst

Medical Transportation Management (MTM) - Lake Saint Louis, MO3.2

Full-time
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From entry level customer service positions, to challenging technology and leadership roles, MTM offers a wealth of employment opportunities. Our corporate culture promotes healthy living, excellent work-home life balance, and strategic career advancement opportunities in a rewarding work environment where you will make a positive impact in your community and beyond. In particular, MTM is committed to providing physical activity and wellness opportunities for our employees, and we have been recognized as a Gold Level Recipient of the American Heart Association’s Fit-Friendly Worksites Recognition program. As an employer, MTM offers excellent benefits and welcomes diversity; we are an affirmative action and equal opportunity employer. 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. If you can't find what you are looking for, please check out our affiliate Ride Right for more opportunities.

MTM, Inc. continues to grow and we are seeking Quality Operations Analyst!
MTM, Inc. is a healthcare services and transportation management company whose mission is to develop innovative solutions for accessing healthcare, increasing independence, and connecting community resources. MTM is made up of people who share a passion for making a positive impact. Our culture promotes healthy living, excellent work/life balance, and career advancement opportunities. MTM is a fun place to work, where individuality is encouraged and hard work is rewarded.

The Quality Operations Analyst supports the Quality Management team by tracking and trending patterns in reported issues to find and eliminate deficiencies. This role will use data analytics to help identify issues that are against both MTM and their vendors, making recommendations for solutions. The Quality Operations Analyst will partner with internal stakeholders, as needed, in documentation and resolution of complaints and complaint issues, while adhering to Client service level agreements and maintaining a professional demeanor.

This position is located at our office in Lake St Louis, MO.

Responsibilities:
Develop ad-hoc queries and investigate opportunities through analytics for continual Operational performance improvement
Produce timely and accurate reporting that drives action to result in resolutions
Ensure information accuracy in reporting, prior to deadline submission
Compile information to understand key complaint indicators and spot trends, patterns, and track performance for providers, facilities and MTM associates
For continual process improvement opportunities utilize quantitative data to determine trends and patterns within complaints
Generate comprehensive reports and perform regular and ad-hoc analysis of deficiencies
Assist with ad-hoc audits, as requested, by the Client and/or leadership
Conduct process reviews to assist in establishing quality indicators for various departments and/or departmental functions
Document, review, investigate, and provide follow up for complaints and complaint issues that are reported, while adhering to the timeline set by Client protocols
Respond to the Client, local and satellite leadership, and/or Account Executive inquiries sent via email or fax, within the specified time frame
Handle confidential and sensitive issues
Update Client statistics as needed
Other duties as assigned

Minimum Qualifications:
High School Diploma or G.E.D.
College degree, preferred
Moderate to advanced computer skills required – including proficiency with Microsoft applications, including Word, Excel, and Access
Knowledge of Quality Management processes
Data analysis and interpretation skills
A minimum of one year of quality related experience preferred
A minimum of six months in the MTM Customer Service Center preferred
Working knowledge of MTM Customer Service protocols and procedures preferred
Previous experience in Medicaid or state public assistance programs preferred
Experience working for a managed care organization or healthcare provider preferred
Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future

Competency Based Qualifications:
Ability to work in a team environment
Extensive knowledge of MTM Clients’ protocols
Excellent interpersonal skills
Strong problem solving skills
Possess organization skills as well as detail oriented
Ability to schedule, organize and prioritize multiple tasks
Excellent communication skills
What’s in it for you?

Paid vacation
Holiday Pay
Health and Life Insurance Plans
Dental and Vision Plans
401(k)
Onsite Gym
Wellness Screenings
Birthday Holiday
Training Development
Casual Dress Environment
Scholarship Program
Healthy Market
Free Coffee
  • These benefits may not be available at all locations
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 People & Culture at (636) 561-5686 or talent@mtm-inc.net.