Patient Travel Consultant

Atlas Travel & Technology Group Inc

9d•Hybrid

About The Position

At Atlas Travel & Technology Group, our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way. This is who we are, our culture. Patient Travel Consultants are responsible for meticulously arranging travel itineraries for patients and study participants, catering to both commercial and clinical accounts. This demanding role necessitates a comprehensive grasp of various travel technologies, particularly booking software, to ensure seamless and efficient travel arrangements. A paramount requirement for consultants is the ability to demonstrate profound empathy and meticulous care, especially when assisting critically ill travelers, their caregivers, or legal representatives, understanding the sensitive nature of their needs. Furthermore, the position frequently entails coordinating intricate ground transportation, often in challenging and remote international locations, requiring exceptional logistical skills and attention to detail.

Requirements

GDS skills
Strong communication and customer skills
Above average geography skills and resources
Working knowledge of Google Suite, Gmail and Docs
Problem solving, critical thinking skills
Must be detailed oriented, great with organization and great follow through
Customer service experience
Corporate travel experience
Initiative and Creativity
Judgement
Cooperation / Teamwork
Quality of Work
Reliability
Support of Diversity
Bachelor's degree preferred in a relevant field such as Hospitality Management, Business Administration, Communications, or a related discipline.
A high school diploma or equivalent is required.
Minimum of 2-3 years of experience in customer service, travel coordination, or a related client-facing role.
Ability to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence and memos. Ability to effectively present information in one-on-one, small group situations to customers, clients and other employees of the organization.
Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.
Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
Requires ability to move about to access file cabinets, office equipment, etc.
Requires ability to operate a computer, telecommunication devices and other office equipment for prolonged periods of time throughout the work day.
Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require the ability to receive detailed information through oral communication, in person or via telephone, and to make fine distinctions in sound.
Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
Requires ability to work other shifts and weekends and in excess of 40 hours/week, as necessary.
Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.
Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.

Nice To Haves

Previous experience in the healthcare or patient support industry is highly desirable.
Demonstrated experience in handling sensitive or complex customer interactions with empathy and professionalism.
Proficiency in using reservation systems (Sabre preferred) and other travel-related software.

Responsibilities

Efficiently and accurately process car, limo, and hotels for both domestic and international travel itineraries
Efficiently and accurately process air for domestic itineraries
Working knowledge and usage of all company supported tools and resources that relate to patient travel bookings such as but not limited to: Booking Builder; internal and external rate desks; airlines internet; GDSX; online booking tools etc.
Process documents for translation and engage verbal translators when necessary
Adheres to company policies
Follows client’s travel policies for each individual account
Confidentiality and PCI/security
Promotes company preferred vendors when possible and does not take priority over client’s preferred vendors
Keeps abreast of industry knowledge to include industry updates, changes and new products
Maintains contractual service level agreement goals related to but not limited to response time and quality of work; consistent usage of quality control product; proper usage of profile information
Properly informs client of tariffs and penalties
Maintain benchmark of 200 transactions per month
Meet annual training requirement hours
Maintains ticket bank for clients
Provides above and beyond service and document value adds
Maintain professionalism at all times with clients and co-workers
Requires a minimal amount of travel