Position Schedule: Monday through Friday

Position Hours: 10:00am to 06:00pm    

The Relationship Management Coordinator is responsible for supporting hospital and client relationships by providing accurate information, coordinating transport requests, maintaining records, and ensuring compliance with applicable company policies and procedures. A primary function of this role includes service intake and call coverage support, serving as a key point of contact for hospitals, facilities, patients, and internal departments, particularly when customer care representatives are unavailable.
 

This position requires frequent interaction with the public and internal teams via telephone, email, written correspondence, and occasional in-person contact. The Relationship Management Coordinator plays a critical role in ensuring timely, accurate, and high-quality service delivery in support of company operations.

Expectations, Duties and Responsibilities

• Serves as a primary point of contact for service intake, receiving, triaging, and processing inbound and outbound calls related to transport requests, scheduling, billing inquiries, service coordination, and operational support.
• Provides backup call coverage during periods of high call volume or limited customer care staffing to ensure continuity of service and timely response to hospital and client needs.
• Explains information to callers and requestors, on the phone and in person, including requirements related to Medicare and Medicaid policies.
• Creates and updates patient records and necessary work areas such as Logis and RoundTrip to ensure that information is correct.
• Enters client appointments utilizing Logis.
• Files and retrieves information via hardcopy and/or electronically.
• Returns and accepts forms such as Physician Certification Statements, Face Sheets, Advanced Beneficiary Notices, Transport Request forms, etc.
• Responds to questions regarding billing rates, procedures and policies.
• Assists in the training of the collection of fees for Date of Service requests.
• Schedules additional training and appointments utilizing an electronic calendaring system.
• Performs research or investigation to determine or verify information or follow up on any facility issues.
• Aware of all facility rates to manually calculate charges, such as parking, tolls, and additional fees.
• Receives complaints concerning billing or services rendered, referring complaints of service failures to the Customer Service Manager.
• Confirm all authorizations.
• Make calls to confirm appointments, times, addresses and any specific demographic data.
• Notify facilities/clients when there are driver issues; service recovery.
• Maintain effective communication with Communications and Logistics to ensure all trips can be completed efficiently.
• Operates office equipment including copy machine, calculator, computer, telephone, facsimile machine, credit card terminal, and scanner.
• Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.

Required Education and Experience

• High school diploma.
• One year of administrative experience.

Preferred Education and Experience

• Associate degree or two-year related experience

Knowledge, Skills, and Qualification

• Working knowledge of medical transportation processes, scheduling, and service coordination preferred.
• Familiarity with Medicare and Medicaid requirements, including documentation such as Physician Certification Statements (PCS), Face Sheets, and Advanced Beneficiary Notices (ABNs).
• Ability to accurately receive, interpret, and document service requests and related information.
• Strong verbal and written communication skills, including the ability to communicate professionally with hospitals, facilities, patients, and internal teams.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Proficiency with computer systems and data entry, including scheduling, dispatch, or records management software (e.g., Logis, RoundTrip, or similar systems).
• Strong organizational skills and ability to follow established procedures and workflows.
• Ability to exercise sound judgment and escalate issues appropriately when service disruptions or concerns arise.
• Customer-focused mindset with the ability to remain calm and professional in high-volume or time-sensitive situations.

Competencies

1. Technical Capacity

2. Personal Effectiveness and Credibility

3. Thoroughness and Attention to Detail

4. Collaboration Skills

5. Communication Proficiency

6. Flexibility, including the ability to adapt to changing schedules and operational needs.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

This role is largely mobile, requiring time at a desk as well as walking throughout hospital facilities. The position requires the ability to sit, stand, walk, and travel within facilities as needed, as well as the ability to drive and navigate hospital locations independently.

Position Type and Expected Hours of Work

This is a full-time in-person position. The regular work schedule is Monday through Friday, 10:00 a.m. to 6:00 p.m.

Due to the Company’s 24/7 operations, this position requires flexibility in scheduling. From time to time, employees in this role may be required to work modified schedules, including limited coverage on observed holidays, as operational needs require, in accordance with Company policy.

Travel

Travel to several hospital locations in NJ is expected for this position.

Additional Eligibility Qualifications

None required for this position.

Other Duties as assigned

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Work Authorization / AAP-EEO Statement

Applicants must be authorized to work in the United States. The Company is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws, including affirmative action requirements.