Customer Relationship Manager- Healthcare

Description

Are you passionate about driving growth and building strategic relationships? MMT Ambulance, a leading medical transportation company, is seeking a dynamic Customer Relationship Manager (CRM). In this role, you’ll be responsible for developing and maintaining strong, long-term relationships with our clients and hospital partners. The CRM will serve as the primary point of contact for customers, ensuring their needs are met with timely, efficient, and compassionate service. This role requires excellent communication skills, a deep understanding of the healthcare industry, and the ability to manage multiple priorities in a fast-paced environment. We are seeking a qualified candidate to be based remotely out of VA with expectations of 50% travel. The position will report to the Director of Customer Experience with close collaboration with the President and Regional Directors.  If you’re a relationship builder with a strategic mindset, we encourage you to apply and be part of our growing team!

Key Responsibilities:

Client Relationship Management:

• Develop and maintain strong, positive relationships with contracted clients and health care systems.
• Serve as the main point of contact for customer inquiries, concerns, and feedback.
• Ensure timely and effective resolution of customer issues and complaints.
• Work closely with dispatch and operations teams to ensure that customer requests for ambulance services are fulfilled promptly and efficiently.
• Monitor service delivery to ensure it meets the client’s expectations, KPIs, and company standards.
• Coordinate with hospitals and healthcare clients to ensure seamless patient transport and care continuity.
• Ensure all customer interactions comply with relevant healthcare regulations and company policies.
• Stay informed of industry trends and best practices to continuously improve customer service processes.
• Maintain accurate records of client interactions, contracts, and service agreements.
• Prepare and present regular reports on client satisfaction, service delivery, and business development activities.

Client Retention and Growth:

• Identify opportunities to expand services with existing clients and foster long-term partnerships.
• Conduct regular client business reviews and satisfaction surveys to gather feedback and identify areas for improvement.
• Develop and implement strategies to improve customer retention and loyalty.
• Work closely with business development, marketing, and operations teams to align customer service efforts with company goals.
• Provide training and support to team members on best practices for customer service and relationship management.

Who We Are

For over 35 years, MMT has been at the forefront of innovation, continuously expanding to support our team members and provide efficient, reliable interfacility ambulance patient transportation for our healthcare partners. Our growth is fueled by our experienced, empowered, and dedicated workforce, delivering exceptional care to patients.

MMT employs AI-powered technology and state-of-the-art dispatch centers to ensure on-time, efficient, and effective operations. If you are ready to contribute to our mission, apply today to be a part of the MMT Ambulance team!

Statement of Equal Opportunity Employment

It is the policy of MMT Ambulance to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identify, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran military service, or any other characteristic protected by applicable federal, state, or local civil rights laws.

Qualifications

Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• 3 years of experience in customer relationship management, account management or referral management within the healthcare or emergency medical services industry.
• Strong understanding of the healthcare industry, particularly in the context of hospitals, health systems or ambulance services.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency in CRM software and Microsoft Office Suite.
• Empathy, patience, and a customer-first mindset.
• Ability to work flexible hours, including occasional weekends and evenings, as required.
• A valid driver's license with a safe driving record
• Ability to travel 50% of the time