26 days old

Quality Operations Analyst

Medical Transportation Management
Eugene, OR 97401
  • Job Code

Consider a Career at MTM

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 Associations 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.

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 Eugene, OR.


  • 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
  • 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

Competency Based Qualifications:

  • Knowledge of Quality Management processes
  • Data analysis and interpretation skills
  • 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
  • Moderate to advanced computer skills required including proficiency with Microsoft applications, including Word, Excel, and Access

Whats 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

Posted: 2020-02-01 Expires: 2020-03-01
Sponsored by:
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Sponsored by:
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Quality Operations Analyst

Medical Transportation Management
Eugene, OR 97401

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