Community Outreach Advocate

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