Operations Specialist

Operations Specialist - CRM

Department: Operations Center Reports To: Operations Center Manager / Sr. Director Location: Fort Lauderdale, FL Schedule: 11-hour shifts in a 24/7 on-site operations environment

ROLE SUMMARY

The Operations Specialist - CRM is a client-facing, inside-sales and operations role responsible for managing medical transport inquiries from initial contact through quote conversion, mission coordination, completion, and follow-up.

This position serves as a primary point of contact for prospective and existing clients and requires a strong combination of sales ability, customer relationship management, urgency, attention to detail, and operational execution.

The ideal candidate is comfortable working in a fast-paced environment where success depends on responding quickly to inbound opportunities, understanding client needs, presenting appropriate solutions, actively following up on open quotes, and converting opportunities into confirmed missions.

Once a mission is confirmed, the Operations Specialist – CRM maintains ownership of the client relationship while coordinating with internal teams to support safe, efficient, and high-quality mission execution.

ESSENTIAL DUTIES & RESPONSIBILITIES

Inside Sales & Client Engagement

• Respond promptly and professionally to inbound customer inquiries received by phone, email, and other communication channels.

• Conduct effective client intake to understand transportation requirements, timelines, decision-making factors, and client needs.

• Generate accurate and timely transport quotes based on operational and client requirements.

• Actively follow up on open quotes and sales opportunities to drive conversion and maintain client engagement.

• Manage a pipeline of active inquiries, open quotes, follow-up opportunities, and confirmed missions.

• Demonstrate persistence and appropriate sales urgency while maintaining a consultative, service-oriented approach.

• Identify client concerns, objections, or barriers to booking and work collaboratively to determine appropriate solutions.

• Support outbound client engagement initiatives with prospective, existing, and previous customers.

• Build rapport and develop trusted relationships with clients, case managers, healthcare professionals, assistance companies, families, and other stakeholders.

• Maintain ownership of assigned opportunities and cases from initial inquiry through mission completion and post-mission follow-up.

• Meet or exceed established performance expectations related to quote conversion, follow-up activity, response time, client engagement, and service levels.

Mission coordination & operations

• Schedule and confirm medical transport missions based on operational feasibility and client requirements.

• Coordinate hospital admissions, receiving facilities, transportation arrangements, and other logistical requirements as needed.

• Ensure required clinical, passenger, client, and logistical information is obtained and documented before mission execution.

• Prepare and complete all required documentation associated with confirmed missions.

• Provide proactive and timely updates to clients and stakeholders throughout the coordination and transport process.

• Collaborate closely with Aviation, Medical, Maintenance, Finance, and other internal departments to support seamless mission execution.

• Escalate operational challenges, client concerns, or time-sensitive issues to appropriate leadership when required.

• Maintain accurate, timely, and complete documentation of client interactions, quotes, follow-up activity, mission details, and workflow status within company systems.

• Follow established workflows, policies, procedures, safety requirements, and applicable aviation and operational standards.

ADDITIONAL DUTIES & RESPONSIBILITIES

• Participate in client meetings, industry events, conferences, and trade shows as required.

• Support business-development and client-retention initiatives.

• Participate in coaching, quality-assurance reviews, sales training, and performance-development activities.

• Contribute to continuous improvement efforts related to sales processes, client communication, workflow efficiency, and operational procedures.

• Perform other duties as assigned.