Concierge Coordinator

Concierge Coordinator

40 hr Shift

1: 0800 - 1600 Mon - Fri

2: 1200 - 2000 Mon - Fri

GMR holidays will be paid time off.

Only holiday that won't be included will be the day after Thanksgiving.

POSITION SUMMARY

The Concierge Coordinator will be responsible for focusing on all Concierge programs AMR has operating across the nation. The specific focus is set on patients at hospitals that are scheduled for the Concierge service. In this position, the expectation is to provide great customer service to AMR's hospital partners, along with our internal operators. Concierge Coordinators will need to maintain communication with operating facilities, local business units, and dedicated Concierge EMTs. In this role, there are two primary platforms that will be used for monitoring Concierge scheduled patients, Concierge Coordinators will need to be educated on both systems, so they are able to monitor the day-to-day operations for Concierge patient transports.

ESSENTIAL FUNCTIONS/DUTIES

- Fully understands the rules and stipulations that apply to the Concierge Program and ensures that it functions that way daily

- Focuses solely on Concierge Programs and all concierge patients at each operating facility

- Works primarily through Transport.net with secondary roles within Logis CAD and the Domo reporting dashboard

- Provides customer service to operating facilities and to our local business units

- Maintains communication with operating facilities, local business units, and dedicated Concierge crews as needed

- Consistently reviews transport requests to ensure eligibility and accuracy for patient transport

- Tracks Concierge resources for each program, ensuring transports are taking place

- Monitors trips inputted by facilities through Transport.net to ensure patients align with the Concierge Program service

- Reviews all transport requests for eligibility and placement into Concierge appointment slots

- Follows up with Hospital staff when needed, if a question arise about a patient

- Completes end of shift logs for the National Concierge Manager, with high level detail of anything significant that took place for the day

- Has the ability to adapt quickly. Every market can be different, so not all programs will feel the same

- Stays up to date on all standard operating procedures and other documentation that is shared and updated about the program

- New programs can filter in throughout the year, team needs to be ready to take on the new programs as they come in. There are discussions and timelines set before new programs start to ensure everyone is aligned

- Utilizes Microsoft Teams chat feature as a primary source of communication with different working groups

- Understands the Transport.net Support ticketing process. When issues arise with hospital partners or local operations, Coordinator knows where to go to submit a support ticket. Can also share the instructions with hospital users or other personnel when applicable

QUALIFICATIONS

Experience:

- Call Center or Dispatch Center experience preferred

- Experience in healthcare industry preferred

- Customer service skills highly recommended

Education:

- High School Diploma or Equivalent

Skills:

- Skilled in reading and writing English.

- Ability to work alone and independently with minimal direct supervision.

- Ability to record, transmit, and report information accurately.

- Ability to efficiently utilize all equipment assigned to him/her.

- Ability to understand basic computer applications.

- Possess exceptional verbal and written communication skills.

- Possess strong organizational and time management skills.

Why Choose AMR? AMR is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care, and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

Check out our careers site benefits page to learn more about our benefit options.