Senior Manager, Flight Coordination Quality

🔥 9 minutes ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $90k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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MedHealth Partners

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

MedHealth Partners is a healthcare operations firm that helps healthcare organizations strengthen their back-office infrastructure so clinicians can focus on patient care. The company provides end-to-end revenue cycle services, a proprietary performance management system, and customized workflow technology, and has deep experience supporting air ambulance providers, transplant centers, hospitals, and rehabilitation facilities. MedHealth Partners combines operations outsourcing with healthcare-focused software and performance tools to improve operational excellence for other healthcare businesses.

📋 Description

• Own quality control across inbound lead channels and protect progression from incoming lead to qualified opportunity and from active opportunity to completed flight or documented lost outcome • Monitor inquiry channels, queues, assignments, and response times • Review calls and transcripts for discovery, active listening, empathy, urgency recognition, value communication, objection handling, qualification, closing language, and next steps • Audit, challenge, reopen, or escalate inquiry dispositions when unsupported or potentially missed opportunities are identified • Identify conversion and process gaps by coordinator, source, payer type, referral source, service type, call scenario, shift, and funnel stage • Maintain standardized intake-quality scorecards and documented performance expectations • Liaise with Clinical Operations and Revenue Cycle Management to ensure clinical reviews, financial clearance, authorizations, documentation, and follow-through progress on time • Monitor active opportunities through completed flights or documented lost outcomes • Confirm each opportunity has a next action, responsible owner, due date, and follow-up plan • Audit patient, clinical, financial, facility, authorization, payer, transportation, logistics, and operational information • Identify aging, stalled, inactive, or incomplete opportunities and intervene before delays or losses • Establish review methodology across inbound calls, outbound follow-up, quote conversations, urgent inquiries, lost-flight interactions, and priority scenarios • Conduct recurring one-on-one coaching and create documented coaching plans • Recognize strong performance, share best practices, measure coaching effectiveness, and escalate recurring concerns • Translate quality findings into targeted training, refreshers, job aids, talk tracks, checklists, and scenario-based exercises • Coordinate subject-matter input from Revenue Cycle Management, Clinical Operations, Logistics, and other partners • Maintain current process guidance and a centralized source of truth for Flight Coordination expectations • Support onboarding, readiness reviews, and proficiency checks; track training completion, understanding, and sustained application • Establish handoff requirements, ownership expectations, and acceptance criteria with partner departments • Audit documentation and coordination steps before and after handoff

🎯 Requirements

• Regular full-time position • Ability to perform hands-on quality assurance, coaching, training, performance analytics, workflow oversight, and cross-functional coordination • Ability to review calls, transcripts, chats, web submissions, referral activity, CRM records, follow-up activity, and department handoffs • Ability to identify quality, performance, process, revenue, and service-leakage risks and translate findings into corrective action • Ability to coordinate with Clinical Operations, Revenue Cycle Management, Logistics, and other operational partners • Ability to establish quality scorecards, coaching plans, training materials, job aids, talk tracks, checklists, and readiness processes • Ability to monitor clinical reviews, financial clearance, authorizations, documentation, follow-through, and flight-readiness requirements • Ability to support new-hire onboarding, readiness reviews, and ongoing proficiency checks

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