Global Medical Response, Inc.

AMI Global Operations Center Specialist

Requisition ID
2021-16783
Location
US-AL-Birmingham
Employment Type
Regular Full-Time

Job Description

Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.
With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.

JOB SUMMARY
It is the primary role of the Global Operations Center Specialist to act as a vital communications link with our internal and external customers.

ESSENTIAL FUNCTIONS/DUTIES
• Answering and responding to customer's queries and/or requests.
• Communicating pertinent information to members of internal departments as needed.
• Maintaining up-to-date knowledge of (or, in some instances, how to access the most current information):
o Travel conditions (e.g., Dos Warnings, Announcements & CIS' s)
o Travel health; resources, disease information, etc.
o Additional travel resources that may be requested by the customer
o Physician/facility referral sources (domestic & international)
o Current or upcoming medical transports
o Each type of service provided and or not provided based on the specific service line
o Data entry and management tasks from multiple sources.
• Participate in initial and ongoing education and training activities.
• Effective utilization of customer service knowledge and skills when interacting with customers.
• Promoting the AirMed membership program and successfully selling the membership to customers.
• Conducting and documenting outbound membership/renewal calls to existing and past members regarding the membership program.
• Following the pertinent policies, procedures and guidelines of the company, and Medical Operations Department.
• Actively participate and contribute to the continuous quality improvement program.
• Performs other duties as assigned
Performance Standards: In addition to standards listed below, the employee is also expected to demonstrate and exercise the duties and responsibilities included in the Professional Development policy of this manual. Individual performance evaluation will include their performance of the duties included within their specific job description as well as other duties/responsibilities described throughout the Medical Operations Manual as well as the AirMed Company Manual.
• Communicate accurate and current responses tailored to individual needs of the caller.
• Communicate benefits of the membership program to potential and existing customers in an effort to increase revenue and membership base.
• Strive to collect and disseminate (as needed) all requests for service in a prompt, courteous, and efficient manner to all customers.
• Recognize the strength and success tied directly to the individuals and the unique contributions of each professional working in a spirit of cooperation and teamwork.
• Represent AirMed to all those who contact the Global Operations Center.
• The impression of the services the company provides may hinge on how they are treated by the Global Operations Center Specialist {GOCS).
• Acquire and maintain the knowledge and skills necessary to perform the job responsibilities through initial and ongoing quality education and t raining.
• Ensuring employee success and satisfaction by providing a friendly, fair and creative work environment, which respects diversity, creativity, and effort Current membership in IAMTCS, including required continuing education. This membership will be sponsored by AMI.
• Successful completion and currency of Certified Flight Communicator for all full time staff is required within two years of hire.

QUALIFICATIONS
• EMS Dispatch or Customer Service Call Center experience preferred.
• Strong customer service experience. An emphasis on sales is preferred.
• Ability to communicate effectively, both verbally and in writing.
• Professional phone manner and appearance.
• Ability to adapt and respond appropriately to evolving work demands.
• Knowledge of standard office equipment and basic computer skills.
• Ability to type 25-40 wpm
• Successful completion of the Global Operations Center General Orientation Program.
• Current membership in IAMTCS, including required continuing education. This membership will be sponsored by AMI.
• Successful completion and currency of Certified Flight Communicator for all full time staff is required within two years of hire. | Job Description :

 

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer including Veterans and Disabled

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