MTM, Inc.

Account Manager

• Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education
• Utilize data to develop and deliver performance improvement plans (PIP)
• Coordinate and conduct monthly provider performance evaluations
• Conduct off boarding for providers not meeting standard expectations
• Serve as the first point of contact for all vendor service requests and escalations
• Own the day to day vendor interaction and satisfaction
• Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines
• Deliver timely, accurate and professional operational support to all vendors within a specified geographic area and Service Level Agreements
• Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of TP issues
• Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members
• Utilize Salesforce as the single source of truth for managing vendor interactions and credentialing compliance
• Recognize opportunities to educate TP’s contacts on MTM processes when necessary
• Build and sustain a strong working partnership with assigned transportation providers
• Assist with/participate/facilitate regular provider town hall meetings
• Handle inbound service requests and ensure that they are properly assigned or addressed
• Liaise with other internal departments as required to resolve vendor’s issues and questions
• Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance
• Meet or exceed assigned KPI’s and business objectives
• Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM
• Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems

Vendor Account Manager

Customer Support

• Handle inbound calls from Members, Clients and Facilities
• Manage a variety of tasks which will increase in complexity as skills progress
• Expect to handle 60 - 80 calls a day and higher volumes on Mondays

Customer Care Representative

Paralegal

• Support all phases of litigation and claims, including case management, document management, organization, and delivery of information and documentation to outside counsel and Third-Party Administrators.
• In conjunction with Legal Counsel, review Pleadings and coordinate Discovery responses.
• Create and maintain internal case files through iManage.
• Manage Legal vendors and litigation billing process.
• Draft, issue and track legal holds.
• Draft, review, edit, package and proofread correspondence and reports; screen, analyze and respond to incoming correspondence.
• Assist with responses to letters of representation, records requests, and subpoenas.
• Assist with identification and implementation of new legal technology initiatives.
• Assist in creation and maintenance of legal department policies and procedures.
• Serve as a Notary Public.
• Support special projects and initiatives, and perform other duties as assigned.

Operations

• Provide strategic leadership and management that reflects MTM’s mission, vision, and core values
• Provide leadership that encourages employee productivity and responsiveness to the needs of both internal and external stakeholders
• Promote the effective supervision, management, motivation, succession planning, performance management, development, and training of all employees
• Drive both operational and financial improvement
• Formulate and implement business plans, tactics, and strategies to provide efficient, effective, and compliant operations that not only meet short-term objectives but ensure long-term growth and success
• Develop and implement adequate measures to meet the operational needs of the company to efficiently utilize resources and maintain an effective system of operational processes and measurement of outcome
• Oversee the financial budget and cost containment initiatives
• Increase member/passenger and transportation/medical provider quality satisfaction to support Client retention and growth opportunities
• Work collaboratively with internal and external business partners to successfully acquire and execute profitably on new and existing business opportunities
• Regular meetings with department leadership, peer departments and businesses served
• Oversee process and procedure development guidelines, including backup plans
• Stay current on all technology and optimal use within the department
• Lead program implementations that are in alignment with strategic and operational plans while ensuring efficient and compliant delivery of all contracts
• Develop and implement a structured performance review process to evaluate balanced metrics and ensure departmental goals are achieved
• Ensure the implementation and compliance of company policies, procedures, and directives in alignment with state and federal regulations
• Use data analytics, reporting tools, and KPIs to identify potential compliance deficiencies and streamlining opportunities
• Gain an in-depth understanding of how contract verbiage and requirements should be applied to operational processes of the organization and drive accountability for compliance for respective region
• Other duties as assigned

Regional Vice President, Operations

Director

• Responsible for developing and executing the enterprise wide self-service strategies and AI‑enabled transformation
• Ensure advanced self-service utilization and AI technologies are effectively leveraged
• Partner with executive leadership, operations, technology, and compliance teams
• Establish long‑term self-service and AI strategy for MTM’s contact centers
• Evaluate emerging technologies and assess their applicability to MTM’s operational model
• Lead the design, implementation, and optimization of self-service AI solutions
• Ensure seamless integration of AI capabilities with MTM’s proprietary trip management systems
• Use self-service insights to monitor and improve key operational metrics
• Identify high‑volume, repeatable processes suitable for automation
• Evaluate and manage relationships with the Product team and vendors
• Lead organizational change initiatives to support self-service adoption
• Leverage self-service to analyze 100% of member and provider interactions
• Collaborate with MTM’s operations, quality, product, and client services teams to translate insights into enhancements

Director, Customer Self-Service – Automation

• Lead and coordinate all activities required for successful division start-up, including staffing, administration, safety, maintenance, and training
• Serve as a primary point of contact with clients, local leadership, and internal support teams to ensure alignment and readiness
• Ensure divisions are appropriately staffed, fully trained, and operationally prepared prior to go-live
• Maintain contractual and regulatory compliance throughout the implementation process
• Deliver a high-quality, service‐first operational launch, ensuring excellence from day one
• Provide interim General Manager leadership at assigned divisions, assuming full accountability for operational performance until a permanent leader is in place
• Visit divisions requiring additional support to assess needs, provide hands-on guidance, and implement best practices
• Support assigned locations in improving service delivery, client satisfaction, and financial results through targeted operational interventions
• Partner with the COO on process improvement initiatives and enterprise-wide rollouts of new programs and operational enhancements
• Maintain visibility into planned and active projects, proactively communicating impacts, risks, and progress to key business stakeholders
• Support change management efforts to ensure initiatives are effectively adopted across divisions
• Maintain deep working knowledge of MTM Transit departments, policies, and compliance programs

Vendor Account Manager

Customer Care Representative

Paralegal

Regional Vice President, Operations

Director, Customer Self-Service – Automation

Director, Specialist Projects