MAPS Liaison

PRIORITY AMBULANCE LLC•Atlanta, GA

3d•Onsite

About The Position

The MAPS Liaison is responsible for coordinating emergent and non-emergent patient transportation between Wellstar facilities and contracted ambulance providers. This role ensures timely transport coordination, accurate documentation, and escalation to alternative network providers when necessary. The MAPS Liaison works closely with Care Coordination, vendors, and internal teams to maintain service efficiency, data integrity, and patient satisfaction. This is a non-exempt position working a shift-based schedule onsite at the Wellstar Transfer Center.

Requirements

Minimum 2 years of customer service experience (healthcare preferred)
Training and/or education in customer service or healthcare services
Strong verbal and written communication skills
Proficiency in Microsoft Office (Word, Excel, Outlook)
Prolonged periods of sitting
Ability to remain at workstation for extended durations
Frequent use of computer systems and communication tools

Nice To Haves

Dispatcher or call-taking experience preferred but not required

Responsibilities

Coordinate transportation between hospitals and contracted ambulance providers
Escalate transport requests to alternative network providers when primary vendors are unavailable
Monitor and document ETAs in Statcall and other systems
Communicate ETA updates to customer
Review trip history and internal notes to identify delays or recurring issues
Maintain accurate and timestamped documentation in Statcall and manual tracking systems
Ensure equitable distribution of trips among qualified providers
Relay complete call details to non-connected providers and document appropriately
Escalate recurring issues such as missed ETAs or incomplete trip documentation
Support problem-solving efforts for transport-related issues
Maintain high levels of customer service across all interactions
Ensure compliance with HIPAA, company policies, and confidentiality standards
Report documentation or compliance concerns to leadership
Perform additional duties as assigned