Operations Specialist

Position Title: Operations Specialist - CRM
Department: Operations Center
Reports To: Operations Center Manager / Director
Location: Fort Lauderdale, FL.

Role Summary

The Operations Specialist – CRM is responsible for managing end-to-end coordination of medical transport missions, from initial client inquiry through mission completion. This role combines client engagement, sales execution, and operational coordination to ensure safe, efficient, and high-quality service delivery within a 24/7 operations environment.

Essential Duties & Responsibilities

• Respond to customer inquiries in accordance with company standards and service guidelines across multiple channels, including phone, email, and other communication platforms 
• Generate, manage, and follow up on transport quotes to drive conversion and maintain client engagement 
• Schedule and confirm missions in alignment with operational feasibility and client needs 
• Coordinate hospital bed admissions and ensure all clinical and logistical requirements are met prior to transport 
• Prepare and complete all required documentation for confirmed missions 
• Maintain ownership of assigned cases from initial inquiry through mission completion and post-mission follow-up 
• Provide consistent and proactive updates to clients and stakeholders to ensure a high level of customer satisfaction 
• Collaborate with internal departments (Aviation, Medical, Maintenance, and Finance) to ensure seamless mission execution 
• Support outbound client engagement efforts, including follow-up communication and relationship management with new and existing clients 
• Meet or exceed assigned performance goals, including sales targets, response times, and service level standards 
• Utilize internal systems to accurately document and manage workflow activity 
• Ensure compliance with company policies, aviation regulations, and operational procedures 
• Perform other duties as assigned 

Additional Duties & Responsibilities

• Participate in client meetings, industry events, and trade shows as required 
• Support continuous improvement efforts related to workflows, communication standards, and operational processes 
• Maintain accurate, timely, and complete records across all systems and platforms 

Education & Experience

• Bachelor’s Degree preferred 
• Previous experience in inside sales, customer service, or client-facing operations preferred 
• Experience in medical transport, healthcare coordination, or aviation services strongly preferred 
• Demonstrated track record of achieving sales or performance targets preferred 
• Ability to work 12-hour shifts in a 24/7 operational environment, including evenings, weekends, and holidays on site. 
• Ability to travel up to 10% as needed 

Skills & Competencies

• Strong verbal and written communication skills with the ability to engage effectively with clients, medical professionals, and internal teams 
• Ability to manage multiple cases simultaneously in a fast-paced, high-pressure environment 
• Strong problem-solving and decision-making skills in situations with limited standardization 
• Ability to read, interpret, and apply operational procedures, safety guidelines, and regulatory requirements 
• High attention to detail with strong organizational and documentation skills 
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams) and ability to learn internal systems quickly 
• Ability to build rapport and maintain a high level of customer service while managing complex logistics 

Work Environment & Schedule

• 24/7 operations environment requiring flexibility to work 12-hour shifts, including nights, weekends, and holidays on site. Role may require extended periods of sitting, multitasking across systems, and handling high call/email volume