EMS Project Coordinator

Bill Howe Plumbing•San Diego, CA

1d•Onsite

About The Position

The EMS Coordinator is responsible for managing all administrative, scheduling, and documentation functions of the EMS division to ensure jobs progress smoothly from intake to billing. This position ensures that all projects meet operational, compliance, and documentation standards in alignment with company policies, program (TPA/SLA) requirements, and Bill Howe Restoration's commitment to quality, timeliness, and customer satisfaction.

Requirements

Must operate in line with company core values: Heart, Opportunity, World-Class, Ethical.
Ability to manage administrative, scheduling, and documentation functions.
Ensure projects meet operational, compliance, and documentation standards.
Adherence to company policies, program (TPA/SLA) requirements.
Proficiency in DASH for project management and documentation.
Experience with Gmail/Outlook for communication and vendor coordination.
Ability to handle inbound/outbound calls via phone system.
Familiarity with DocuSketch for property documentation (when applicable).
Understanding of XactAnalysis for TPA/SLA portal compliance (pending implementation).
Familiarity with Mitigate for documentation management (pending implementation).

Nice To Haves

Experience in the home services industry.
Knowledge of plumbing, HVAC, lining, and restoration services.

Responsibilities

Receive and process all new mitigation leads or service calls; create projects and jobs in DASH.
Assign the appropriate Project Manager, Field Technician, and Coordinator according to the round-robin rotation or direction of the Mitigation Manager.
Confirm all next-day job schedules are completed and sent to assigned technicians by 4:00 p.m. daily.
Verify scheduling accuracy, customer contact information, and job type before dispatch.
Maintain coordination of emergency and on-call assignments, ensuring all after-hours communication follows protocol.
Review project documentation daily to confirm all required photos, notes, monitor sheets, demo sheets, and work authorizations are uploaded to the correct DASH albums.
Verify all Compliance Tasks 01-07 are completed, accurate, and marked within DASH.
Audit and flag missing or incomplete documentation to the assigned Project Manager and technician immediately; ensure corrections are completed the same day.
Maintain project compliance according to TPA/SLA expectations, ensuring accurate status updates, response times, and task tracking.
Maintain continuous communication with customers, adjusters, and vendors as directed by Project Managers.
Send vendor requests (testing, abatement, electricians, recon, contents) promptly; CC Project Manager, Mitigation Manager, and admin team, and include the DASH project number in the email body.
Log all communications and updates in DASH using structured anchors (Who, What, When, Status).
Ensure Project Managers are informed of any schedule, customer, or documentation issues throughout the day.
Support Project Managers in maintaining timely customer touches and updates.
Participate in rotation for: Restocontact Email: Monitor and respond to inbound restoration emails.
Participate in rotation for: Calendar Management: Update division calendars with scheduled inspections, field visits, and recon estimates.
Participate in rotation for: Temporary Worksheets: Maintain and reconcile temp worksheet logs for job tracking.
Review overnight calls, new leads, and any pending assignments from the previous day.
Confirm all technicians have received and acknowledged their scheduled assignments.
Verify Project Managers are informed of all new jobs and site visits.
Check documentation status from prior-day jobs and identify any missing items.
Communicate with the Mitigation Manager regarding priority tasks or escalations.
Answer incoming customer and internal calls in order of rotation; respond within 3 rings whenever possible.
Monitor DASH project boards for updates and ensure tasks progress within expected timeframes.
Follow up with technicians on documentation gaps, missing notes, or un-uploaded photos.
Coordinate vendor communications and confirm completion of scheduled services.
Log all actions, updates, and follow-ups in DASH notes.
Finalize and send next-day schedules to all assigned technicians.
Verify all active jobs are up to date with notes, photos, and paperwork in DASH.
Confirm compliance tasks 01-07 are completed and properly documented.
Notify Project Managers of any outstanding tasks requiring same-day attention.
Send vendor or internal follow-up emails for any pending items.
Ensure all customer calls, voicemails, and messages are returned before leaving.
Perform a final DASH review for each active project to ensure readiness for billing or next-day continuation.
Send on-call reminders and update team threads with any urgent information.
Communicate unresolved issues or escalations to the Mitigation Manager.
Maintain a written record of all escalations and resolutions in DASH.