Customer Service Manager

The Customer Service Manager CSM) works with Regional Vice Presidents and Membership to promote LFN services and increase transport volume through proactive, industry leading marketing and outreach and the delivery of exceptional customer service. This position performs duties applicable to job specialty, including Flight Nurse, Flight Paramedic, Respiratory Therapist, Ground Paramedic, Ground EMT, Pilot, Communication Specialist or Operational Control Center Specialist. The CSM will be required to drive personal or company vehicles whenever and wherever business needs necessitate.

This position is subject to the Crew Safe Weight Policy. In the event a CSM exceeds the weight limit, they will be allowed to assume all administrative responsibilities while not on flight status. All other requirements of the Crew Safe Weight Policy apply to this position.

This position includes bases and customers within the area of Spokane, Washington and Coeur d'Alene, Idaho.

QUALIFICATIONS

• Bachelor's degree in healthcare, aviation management, business administration or a related field preferred. Will substitute years of experience for years of education
• 2-3 years managerial experience in EMS or related field preferred
• Experience with air medical transport strongly preferred
• Meets minimum qualifications of applicable job specialty
• Proficient in MS Office
• Demonstrated passion, commitment, and ability to safely promote LFN's mission and values
• A focus and ability to achieve customer service excellence, ultimately leading to increased transport volume
• Strong leadership skills with a willingness to lead by example and pro-actively seek solutions
• Available to work on short notice in the event of staffing/scheduling issues, including weekends, holidays and evenings.
• Excellent communication skills, including written and verbal communication with peers, patients, families, customers, and the community
• Knowledge of marketing and outreach in an air medical or EMS environment preferred
• Must hold a valid driver's license, have access to an automobile in good repair, be able to provide proof of auto insurance, meet LFN's Driver's Policy Requirements and able to travel whenever to wherever business needs necessitate

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

SAFETY:

• Ensure adherence to LFN safety and risk management culture as outlined in Safety and Risk Management Agreement, SMS, and related policies
• Preserve safety and risk management culture and rules
• Report all concerns related to safety and risk management immediately, working with Director of Safety and Risk Management, Director of Quality Management and others as needed
• Be knowledgeable regarding all safety and risk management policies and procedures; be an agent for communicating safety and risk management information

OPERATIONAL MANAGEMENT:

• Promote safe operations and risk mitigation, acting as a liaison for safety related matters and immediately reporting/addressing safety concerns.
• Responsive to staff needs and concerns, following through to resolution in a timely fashion
• Manage non-clinical base supply needs for applicable bases
• Work in conjunction with the facilities department to address base issues, communicating resolution in a timely manner

CUSTOMER SERVICE:

• Work with Regional Vice Presidents and Membership as needed regarding marketing/ outreach duties, promoting LFN's services and increasing transport volume
• Responsive to customer needs and concerns within 24 hours, ideally within hours, following through to resolution
• Identify and communicate opportunities for increasing transport volume to Regional Vice Presidents
• Assess, clarify and validate customer requests in a timely manner
• Per policy LFN.103.07, conduct a minimum average of four outreach event per week and 208 per calendar year
• Summarize customer service efforts in Salesforce including documenting all meetings, logging calls, documenting distribution of marketing items/materials, and linking emails within 48 hours of encounter
• Schedule PETs using Salesforce and the company web
• Conduct or facilitate four LFN-sponsored outreach education events per calendar year
• Attend internal and external meetings and other customer service and membership events including conferences, outreach education events, and training events
• Ensure customer survey forms & packets are available and distributed on every transport

QUALITY:

• Work with the Regional Vice Presidents, Director of Clinical Operations, Quality Management Committee and Director of QM to promote and facilitate QM processes and ensure employees understand and adhere to them
• Investigate all customer service complaints in a timely manner, report findings and make recommendations for quality improvement as needed
• Assist Regional Vice President in establishing, tracking, trending, and analyzing quality indicators and established thresholds

STAFFING:

• Assist Directors of Clinical Operations, Clinical Education Managers, Regional Maintenance Managers and Assistant Chief Pilots with new employee orientation and ongoing training/education as needed

LEADERSHIP:

• Create a work environment reflecting a positive atmosphere, high employee satisfaction, competence, and teamwork
• Provides and models job specialty and general professional leadership to all internal and external stakeholders
• Must model professional behavior at all times
• Must be a superior provider of customer service, both internally and externally while also remaining excellent in job specialty.

CORE ACCOUNTABILITIES:

• TEAMWORK: Cooperation, adaptability, flexibility, communication, dependability, supports team goals
  • Works collaboratively with all internal and external customers
  • Establishes and maintains open communication to enhance team effort
  • Demonstrates flexibility in response to unexpected changes in work volume, emergencies, staffing and scheduling
  • Fulfills work schedule and commitments
  • Looks for opportunities to assist co-workers
• RESPECT AND CARING: Compassion, customer relations, professional behavior, confidentiality, valuing diversity
  • Uses interpersonal skills that convey a positive and supportive attitude
  • Uses discretion in discussions related to staffing or personal concerns
  • Gives constructive feedback in a non-blaming, positive and confidential manner
  • Makes continuous effort to identify opportunities to meet/exceed customer needs and expectations
  • Demonstrates commitment to understanding and valuing individual differences and fosters an environment of acceptance, fairness and mutual respect
• EFFECTIVE USE OF RESOURCES: Effective use of time, people, supplies, safe
  and attentive work practices
  • Works in a safe manner
  • Maintains a safe and clean work environment
  • Promotes cost effectiveness through the proper use and conservation of supplies and equipment
  • Identifies cost saving measures
  • Reports needed repairs or potential hazards to the appropriate department as soon as identified
  • Reports all on-the-job injuries and seeks medical attention as appropriate
  • Responsible for upholding safety, LFN's safety culture and reporting and reinforcement of Safety Management System principles
• INITIATIVE: Self-motivation, takes on project willingly, acts on opportunities to improve, and contributes new ideas
  • Takes the initiative to identify and solve problems
  • Supports improvement and innovation in the workplace
  • Demonstrates awareness of and supports LFN goals through participation in continuous quality improvement and company activities
  • Promotes professional development and contributes to the professional growth of others

The above accountabilities represent work performed by this position and are not all-inclusive. The omission of a specific accountability will not preclude it from the position if the work is similar, related, or a logical extension of the position.

BENEFITS

• LFN offers competitive compensation above industry standard
• Medical (Company pays for employee 100%)
• Dental (Company pays for employee 100%)
• Vision (Company pays for employee 100%)
• Life/AD&D (Company pays for employee 100%)
• Short & long term disability (Company pays for employee 100%)
• 401k - with 100% vested employer contribution
• Tenure bonuses
• Adoption assistance
• Paid parental time off
• Bereavement leave (including pets)
• Tuition/Training reimbursement
• Paid volunteer time
• Employee Recognition Awards
• A generous paid time off plan starting at almost 4 weeks a year for full time employees
• Wellness Reimbursement Program
• Life Flight Network Membership
• Dog friendly work environment

All candidates are subject to drug screening and background investigation.

Life Flight Network is an equal opportunity employer.