Ombuds Day 2026: Celebrating the Advocates Behind Every Ride

At MTM Health, transportation is about more than getting from point A to point B. It’s about helping people access the care they need, when they need it. Behind many of those journeys are dedicated advocates who work tirelessly to ensure members feel heard, supported, and connected. That’s where our Ombuds team comes in.

On October 8, MTM Health celebrated the 9th Annual Ombuds Day, recognizing our Ombuds team and the meaningful difference they make every day.

When a member encounters a transportation challenge, experiences a barrier to care, or simply needs an extra helping hand navigating a complex situation, MTM Health’s Ombuds are there to help. Acting as dedicated advocates, Ombuds serve as a direct point of contact for members whose needs often extend beyond traditional customer service channels. Their role is to listen, problem-solve, explore options, and work across teams to find solutions that help members access the care and resources they deserve.

An Ombuds is often described as a confidential, impartial, and independent resource that helps individuals resolve concerns and navigate challenges fairly. At MTM Health, that mission comes to life every day through the compassion, expertise, and commitment of our Ombuds team.

Supporting Members Through Life’s Challenges

Every member’s situation is unique. Some need assistance coordinating long-distance transportation for critical medical appointments. Others need help understanding their transportation benefits, resolving scheduling concerns, overcoming language barriers, or finding solutions to unexpected challenges.

MTM Health’s Ombuds step into these situations with empathy and determination. They listen when members feel unheard and collaborate across departments, health plans, transportation providers, and community organizations to achieve positive outcomes. The impact of these advocates is measured not just by problems solved, but by the reassurance they provide and the trust they build with members every day.

Whether it’s helping a member navigate out-of-state medical treatment, supporting individuals through eligibility concerns, researching answers to complex transportation questions, or meeting members in their communities to provide hands-on support, MTM Health’s Ombuds consistently go above and beyond to ensure members feel heard, valued, and supported.

Recognizing an Exceptional Team

Across the country, our Ombuds serve as champions for members in communities spanning the country. This year, we asked coworkers throughout the company to highlight the achievements of Ombuds in their market. These recognitions highlighted a common theme: genuine care for the people we serve.

Team members described our Ombuds as compassionate advocates, trusted partners, creative problem-solvers, and relentless supporters of members facing transportation barriers. They spoke of individuals who take extra time to answer questions, research solutions, coordinate resources, and ensure concerns are resolved with dignity and respect.

These qualities define the work of each of our Ombuds:

• Cathy Hammond (Texas)
• Que Hatchett (Wisconsin)
• Jennifer Anderson (Wisconsin)
• Maxwell Boyd (Missouri + Ohio + Minnesota)
• Susan Ratcliffe (Florida + Mississippi)
• Melissa Hurst (Virginia)
• Sara Miller (Rhode Island)
• Porscha Thomas (Washington, DC + national contracts)
• Chasta Baenisch (Iowa)
• Felicia Luna (our newest Ombuds in New Mexico)

Their collective impact can be seen in the countless members who receive the support they need to access healthcare, maintain independence, and navigate life’s challenges with greater confidence.

Honoring a Lasting Legacy

As we celebrate the accomplishments of our Ombuds team, we also honor the legacy of Debra Logan, whose influence helped shape MTM Health’s Ombuds program. Debra’s passion for advocacy, commitment to helping members, and dedication to finding creative solutions established a foundation that continues to guide the program today. Many of the member-focused practices, partnerships, and approaches that define the Ombuds experience can be traced back to her leadership and vision.

Although Debra passed away earlier this year, her legacy lives on through every member supported, every barrier removed, and every solution found by the Ombuds who continue her mission.

Making a Difference One Member at a Time

The work of an Ombuds is not always visible. It often happens through difficult conversations, complex problem-solving, and countless moments of listening, advocating, and supporting people when they need it most. But the results are powerful.

Every resolved concern, every transportation barrier removed, every member who feels heard, and every successful ride to healthcare reflects the dedication of these remarkable advocates.

On this Ombuds Day, MTM Health proudly celebrates our Ombuds team and the vital role they play in strengthening member experiences, improving access to care, and ensuring every voice matters. Because behind every successful resolution is someone who cared enough to make a difference.

To our Ombuds team: thank you for your compassion, your advocacy, and your unwavering commitment to the members we serve. Happy Ombuds Day!