Benefits include salary, PTO of 15 days/year, paid holidays, medical insurance, dental insurance, vision insurance, 401k, scholarship fund, casual dress code, flex fitness program, family oriented, fun culture, etc.
SALARY LEVEL: $36,000 to $42,000 annually plus profit based quarterly bonus program.
•Document, review, investigate, audit and provide follow up for all complaints and complaint issues reported for assigned clients.
•Handle all escalation of customer issues from Office of Customer Service or Operations Control Center.
•Provide follow up contact to appropriate parties per their request in regards to complaint resolution.
•Obtain timely responses from pertinent parties to complaints and complaint issues
•Provide immediate follow up for complaint responses that are not submitted within the specified timeframe and enforce disciplinary measures as needed.
•Provide and document all education given/action taken in response to complaints.
•Respond to client or General Manager, inquiries sent via email, or fax, within the specified timeframe.
•Notify complainant of resolution and their ongoing appeal rights if necessary.
•Compile daily complaint reports to be submitted to designated clients per contract.
•Compile weekly/monthly quality complaint audit reports for designated clients.
•Report all uncorrected or recurring service deficiencies to Administrative QA Manager.
•Track and trend complaint issues by type and provide recommended corrective action based on identified areas of concern.
•Provide monthly/year-to-date data for Complaint Summary reflected on monthly quality reports.
•Assist Administrative QA Manager and Operations QA Manager with complaint issues.
•Update Program Manager in regards to non-compliance issues and advise of incident/accident issues.
•Triage issues, complaints & unusual trip circumstances and determine appropriate action by reviewing complaint history, trip history, etc.
•Determine changes needed and implement them accordingly
OTHER JOB FUNCTIONS:
•Enter complaints submitted via phone, fax, mail, email or voice mail, as assigned
•Update client statistics as needed
•Other duties as assigned
•Regular attendance required
•Job share with other QSCs to ensure adequate coverage during inclement weather and sick days
•Attend client meetings upon request
KNOWLEDGE, SKILLS, AND ABILITIES:
•Proficiency with Microsoft applications, including Word, Excel, Access and Trapeze required.
•Excellent written communication skills, with an emphasis on grammar and spelling required.
•Ability to tactfully question and obtain information required.
•Excellent organizational and interpersonal skills required.
•Demonstrated ability to manage multiple priorities required.
•Typing skills 30 wpm
•Ability to handle confidential information in a professional manner
•Superior problem solving skills
•Extensive knowledge of MetroAccess protocol
•High School Diploma or G.E.D. required
•Some college preferred
•Previous customer service experience required
•Previous auditing experience preferred
•Working knowledge of WMATA quality standards and procedures preferred
POSITIONS SUPERVISED: None
Computer, copy machine, fax machine, printer,, postage machine, Cisco phone system
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
Normal office conditions apply. Employee must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job may require reaching at shoulder level and below waist. Will occasionally lift/push/pull up to 20 pounds and carry objects 50 feet.
SALARY LEVEL: $36,000 to $42,000 annually.
REPORTS TO: Team Lead, Quality Coordination.
NO PHONE CALLS, PLEASE
Medical Transportation Management Inc. (MTM) is an affirmative action and equal opportunity employer.