Flight Coordination Quality & Training Manager

Job description:

Reports to: VP of Flight Coordination

Hours: Monday – Friday 8:30 am – 5:30 pm

Position Summary

The Flight Coordination Quality & Training Manager represents a quality-control and workforce-development function similar to those found in high-performing contact centers and service-delivery organizations. The role ensures every incoming lead, whether received by phone, web form, chat, or referral, is responded to promptly, handled consistently, accurately qualified, fully documented, and advanced through the appropriate next step. Through quality assurance, coaching, training, performance analytics, workflow oversight, and cross-functional coordination, this role strengthens Flight Coordinator performance while protecting the patient and partner experience from first contact through flight execution

This is a hands-on leadership role responsible for continuously reviewing lead interactions, identifying performance and process gaps, and translating findings into targeted coaching, training, and development initiatives. The individual reviews call recordings, chats, web submissions, referral activity, CRM records, follow-up activity, and department handoffs to identify quality risks before they affect a patient, referring facility, payer, partner, or flight outcome.

How this role impacts our mission

Every day, families, healthcare providers, and case managers rely on our team to help navigate complex situations and coordinate critical air medical transportation. As the nation's largest fixed-wing air ambulance operator, our mission is to make those moments easier through compassionate, expert air medical transportation, connecting patients with the care they need and getting them to that destination.

The Flight Coordination team is often the first point of contact, serving as a trusted guide through a time-sensitive and highly emotional process. As the FC Quality & Training Manager, you will strengthen team performance through coaching, training, quality oversight, and continuous improvement – helping Flight Coordinators build the skills and confidence to deliver compassionate, accurate, and professional service while advancing opportunities efficiently and supporting patients throughout their journey.

This is an opportunity to shape the experience of both our team members and the families we serve. By improving quality, readiness, and operational consistency, you will help ensure that every patient, provider, and referral partner receives the highest level of care and support throughout their journey.

Core ownership

Own quality control across every inbound lead channel and protect forward movement through two distinct stages: (1) incoming lead to qualified opportunity and (2) active opportunity to completed flight or a fully documented, supportable lost outcome.

Essential Responsibilities

1. Intake Quality & Opportunity Readiness 

• Monitor incoming inquiry channels, queues, assignment, and response times to ensure every viable inquiry is acknowledged and actively worked within established service expectations.
• Review calls and transcripts for discovery, active listening, empathy, urgency recognition, value communication, objection handling, qualification, closing language, and clear next steps.
• Review inquiries marked false, invalid, duplicate, unqualified, or closed-lost. Challenge, reopen, or escalate records when the disposition is unsupported or a viable opportunity may have been missed.
• Identify conversion and process gaps by coordinator, source, payer type, referral source, service type, call scenario, shift, and funnel stage.
• Maintain a standardized intake-quality scorecard and documented expectations for what strong performance looks like.

2. Flight Readiness & Coordination Oversight 

• Serves as a cross-departmental liaison with Clinical Operations and Revenue Cycle Management to confirm required clinical reviews, financial clearance, authorizations, documentation, and follow-through are progressing on time and that each opportunity is fully prepared to fly.
• Monitor active opportunities until they become completed flights or reach a documented and supportable lost outcome.
• Audit records for required patient, clinical, financial, facility, authorization, payer, transportation, logistics, & operational information.
• Identify aging, stalled, inactive, or incomplete opportunities & intervene before the flight is delayed or lost.
• Ensure follow-up continues after an inquiry is advanced to an opportunity and that ownership does not stop at the initial commitment.
• Conduct root-cause reviews for lost, delayed, or materially disrupted flights & recommend corrective action.

3. Quality Review, Coaching & Development 

• Establish and maintain a consistent review methodology across inbound calls, outbound follow-up, quote conversations, high-urgency inquiries, lost-flight interactions, and other priority scenarios.
• Conduct recurring one-on-one coaching using specific examples from calls, transcripts, records, and workflow activity.
• Create documented coaching plans with clear behaviors, actions, due dates, and follow-up review.
• Recognize strong performance and share repeatable best practices across the team.
• Measure whether coaching produces sustained improvement and escalate recurring quality or workflow concerns to Flight Coordination leadership.

4. Training & Team Readiness 

• Translate quality findings into targeted training, refreshers, job aids, talk tracks, checklists, and scenario-based exercises.
• Identify recurring themes that require team-wide training rather than individual coaching.
• Coordinate subject-matter input from Revenue Cycle Management, Clinical Operations, Logistics, and other operational partners.
• Maintain current process guidance and a centralized source of truth for Flight Coordination expectations.
• Support new-hire onboarding, readiness reviews, and ongoing proficiency checks.
• Track training completion, understanding, and sustained application on the job.

5. Cross-Functional Handoff Quality 

• Serve as the primary quality liaison between Flight Coordination and departments receiving or supporting active opportunities.
• Establish clear handoff requirements, ownership expectations, and acceptance criteria with partner departments.
• Audit documentation and coordination steps for completeness before and after handoff.
• Track rework, incomplete handoffs, missing information, avoidable escalations, and downstream process concerns.
• Facilitate recurring feedback loops and distinguish individual performance gaps from broader workflow, training, system, staffing, or ownership issues.

6. Performance Monitoring & Continuous Improvement 

• Maintain daily operating visibility and provide concise weekly reporting on response speed, call coverage, quality results, workflow advancement, follow-up compliance, disposition integrity, opportunity aging, documentation completeness, and preventable lost-flight themes.
• Identify trends and recommend changes to workflows, scripts, talk tracks, CRM requirements, follow-up cadences, training, and escalation paths.
• Partner with analytics and system owners to improve reporting reliability and maintain clear definitions for stages, dispositions, lost reasons, and performance measures.
• Require correction of incomplete CRM records, follow-up plans, documentation, or handoffs.
• Escalate unattended inquiries, stalled opportunities, and flight-readiness risks.

Qualifications 

• 5 or more years of experience in quality assurance, intake leadership, contact center operations, revenue operations, performance coaching, patient access, service delivery, or a related function.
• Experience coaching customer-facing professionals using calls, transcripts, records, & measurable performance data.
• Demonstrated understanding of multi-stage workflows, follow-up management, and service-delivery handoffs.
• Strong ability to identify revenue and service leakage, determine root causes, and translate findings into corrective action.
• Experience collaborating across customer-facing, clinical, financial, and operational teams.
• Proficiency with CRM systems, call-recording platforms, transcript review, dashboards, and performance reporting.
• Strong written documentation, facilitation, coaching, and training-development skills.
• Ability to balance urgency, empathy, accuracy, service quality, and operational readiness.
• Healthcare, medical transportation, aviation, patient access, case management, contact center, or complex logistics experience preferred.
• Experience working with sensitive healthcare or patient information preferred.

Performance Incentive Opportunity

This is an incentivized leadership role with bonus eligibility tied to measurable improvements in team performance, operational readiness, quality outcomes, and cross-functional effectiveness. Performance incentives are designed to reward the successful development of Flight Coordination team members, improvement of workflow quality, and advancement of opportunities through to successful flight completion.

Bonus performance may be based on the following key areas:

1. Quality & Coaching Effectiveness

Improve the overall quality, consistency, & effectiveness of Flight Coordination interactions through routine quality reviews, coaching, training, & performance development.

2. Opportunity Advancement & Follow-Through

Ensure viable inquiries and active opportunities are consistently advanced, properly managed, & supported through completion, reducing avoidable delays and lost opportunities.

3. Documentation & Handoff Accuracy

Improve the completeness and accuracy of records, documentation, & cross-functional handoffs to support operational readiness and reduce rework.

4. Team Readiness & Continuous Improvement

Identify recurring trends, close knowledge gaps, & drive operational improvements that increase team performance, strengthen collaboration, & enhance the overall patient journey.

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Pet insurance
• Vision insurance