Client Quality Lead

What will your job look like?

The Client Quality Lead role will be responsible for the day‑to‑day relationship management of MTM Health clients in relation to Quality Operations. This role will cultivate and maintain strong, trusting relationships with our high‑value clients to foster long‑term loyalty and satisfaction.

Monday – Friday: 8:00am – 5:00pm CST (Saturday and Sunday off)

• Understand client goals and challenges, acting as a voice for the client within the Quality organization to ensure their needs are met

• Facilitate consistent and transparent communication between clients and internal teams, ensuring information flows effectively

• Assist and represent Quality Operations during system migrations and implementation activities, including meetings, pre‑ and post‑reviews, and Client contact

• Be the point of contact for all Clients in relation to Quality Operations

• Represent Quality Operations on complaint specific internal and external meetings, including Quality complaint reviews, weekly or monthly Client Quality meetings, etc

• Coordinate with MTM Health internal stakeholders to follow up on Member concerns presented by the Client to assist with action planning and resolution

• Review and respond to inbound client emails, working with Quality Operations leadership and plan leadership to coordinate responses or action plans as needed

• Partner with Program Directors and other internal stakeholders to help resolve complex client issues in relation to complaints, significant events or other member concerns

• Attend weekly meetings with Quality Operations teams

• Complaint investigation follow up

• Review complaint metrics for:

  • Repeat members and coordinate with Regional Care and Clients to address

  • Repeat driver complaints and coordinate with Logistics to address

  • Be a subject matter expert for Quality Operations process and procedures

  • Be a resource for Quality Operations leadership in times of absence

  • Strong verbal and written communication skills for clear and effective interaction

  • Understanding the MTM Health services and market specific needs that are relevant to the client and company

• Other duties as assigned

Experience, Education &

Certifications:

• High School Diploma or G.E.D.

• Bachelor's Degree or equivalent work experience

• 3 years of Account Management or Quality Related experience

• Experience working with Medicaid, State Public Assistance, or Managed Care organizations

• Proficiency with MS Office Suite

• Excellent communication and problem‑solving skills

• Excellent organizational, interpersonal and teamwork skills

• Conduct all activities in a timely and responsible manner

• Ability to multi‑task and set priorities in a fast‑paced environment

• Ability to make solid judgement calls

• Ability to maintain high level of confidentiality

• Regular attendance is required

• Ability to gain and maintain working knowledge of MTM Health Operational departments

• Effectively communicate company vision and direction

• Knowledge of all department responsibilities preferred

• Ensure accountability for established goals or KPIs

• Health and Life Insurance Plans

• Dental and Vision Plans

• 401(k) with a company match

• Paid Time Off and Holiday Pay

• Maternity/Paternity Leave

• Casual Dress Environment

• Tuition Reimbursement

• MTM Perks Discount Program

• Leadership Mentoring Opportunities

Min: $23.04/hr

Max: $29.00/hr

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 MTM’s People & Culture.