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