Operations Specialist

Position Title:

Operations Specialist - CRMDepartment:
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
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