Relationship Management Coordinator

On Time Ambulance•Hamilton Square, NJ

3d•Onsite

About The Position

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.

Requirements

High school diploma.
One year of administrative experience.
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.
Technical Capacity
Personal Effectiveness and Credibility
Thoroughness and Attention to Detail
Collaboration Skills
Communication Proficiency
Flexibility, including the ability to adapt to changing schedules and operational needs.

Nice To Haves

Associate degree or two-year related experience

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.