Careers At CareFlite

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Customer Service Representative for the Caring Heart Membership

Department: 76 Marketing
Location: Grand Prairie, TX

Customer Service Representative for the Caring Heart Membership


To bring help and hope to patients and families following a terrible trauma, a sudden medical event, or any medical transport. To be part of the finest EMS team in the United States.

This position has primary responsibility for assisting in the administration of all aspects of the membership program in Right CAD as well as supporting the Membership Program Manager, Membership Office Manager and Membership Coordinators in their duties.  This position requires an extremely high level of customer service both in the office and during PRís and special events that will be attended.

This position requires a personal commitment to CareFliteís mission and core values and the willingness to demonstrate those core values in all activities performed for CareFlite or while representing CareFlite.  The incumbent(s) of this position are active participants in the organization and support the changes necessary for the organizationís survival.



This position reports to and is evaluated by the Membership Office Manager.  This position works collaboratively with other CareFlite personnel to accomplish the membership departmentís and CareFliteís goals but does not provide direct supervision of personnel. 




Safety as measured by safety rules, regulations and laws in accordance with federal, state, and local laws as well as CareFlite Policies and Procedures:

Demonstrates working knowledge of proper lifting procedures and basic safety rules exercised in normal office conditions. Adheres to all safety requirements in the performance of these duties.


Customer Service as measured by supervisory observation and feedback from customers, both internal and external.

Responsible for ensuring that CareFlite is perceived by its customers in a positive manner by conducting all interaction in a professional and courteous manner. Communicates positively with internal and external customers.  Ensures that all individuals involved are fully informed of pertinent details and their needs are addressed.

Demonstrates a professional demeanor at all PR events in which the Membership Coordinator is representing CareFlite to the public.  The employee should be well informed and be able to communicate all aspects of the membership program and CareFlite effectively.


Urgency as measured by compliance with KPI requirements set forth by management.

Responsible for ensuring that individual applications are entered within 5 business days of receipt and group applications are input in a timely manner. Ensure that phones are answered within 4 rings and that the callerís questions and concerns are addressed immediately. Ensure that follow ups on any membership questions or issues are resolved before closing the issue. Distribute PR requests to appropriate personnel.

File/scan membership documents in a timely manner. Responsible for maintaining all ESD/utility company monthly membership changes and upkeep of said groups. Responsible for sending all mail out by set deadlines for membership renewal letters and special mailings.


Quality Assurance/Improvement as measured by error rate and Member feedback:

Responsible for entering memberships accurately, efficiently and thoroughly into RightCad as well as scanning the original documents into Docuware. Responsible for resolving issues with our members and customers completely and with as positive a result as possible.

The Membership Coordinator will actively participate in quality assurance/improvement activities as directed by their supervisor. Each incumbent will acquaint themselves with the quality assurance surveys and/or quality improvement projects, which affect their practice and adhere to the standards or changes implemented.  Each incumbent will provide feedback in a positive proactive manner on quality assurance/improvement activities, which impact their practice.


Fiscal Responsibility as measured by successfully meeting budget requirements and goals set for by CareFlite as well as ensuring Membership money is properly processed:

The Membership Coordinator will identify efficiency or cost saving ideas in a timely manner to their immediate supervisor. The Coordinator will ensure that all monies will be accounted for and appropriately distributed whether itís for memberships or Heart Shop sales. Make decisions that support fiscal responsibility by utilizing and maintaining equipment and company resources. Be proactive in offering suggestions for fiscal responsibility. Support fiscal responsibility initiatives implemented by the organization.

The Coordinator will search out opportunities to utilize their free time while on duty to improve their professional skills or participate in work related projects, such as public relations activities.


Teamwork as measured by attendance, punctuality, customer comments and adherence to CareFliteís Corporate Compliance Program:

The Membership Coordinator will focus their efforts on supporting their co-workers at all times including assisting with their workload in order to accomplish Membership objectives. Offer administrative support to the entire membership team including creation or letters and emails, processing returned mail, assisting with mass mailings and special projects.

The Membership Coordinator will be supportive of diversity within the work setting and will address co-workers in a respectful manner at all times.  Personal issues will be addressed outside the workplace.  Constructive criticism of a co-worker or supervisor will be offered in a private setting and delivered in a positive and respectful manner. Work with the Billing Departments in resolving membership status questions, member bills and refunds of transport fees when applicable. Work with our Billing Departments in determining if a patient qualifies for membership based on address, membership group, Medicaid status, enrollment date, etc.

Assist the Coordinators with running labels, stuffing envelopes and putting postage on membership mailings (member postcards, renewal letters, membership announcements, etc.). Coordinates or assists other departments in event planning (Annual Golf Tournament, ECU conference, PR events, etc.).



The Coordinator should manage their time appropriately to ensure that all areas of their job responsibilities are adequately covered.  Actively seeks out additional assignments or assists co-workers with their tasks when they have completed their assigned tasks. Have active listening skills.  Communicates to co-workers and the public in a clear, concise and positive manner, both orally and in writing.

Demonstrates a positive approach to problem solving and utilizes the chain of command appropriately to resolve work related issues. Possesses and demonstrates sound judgment and objectivity in decision-making, including sound and proven answers to membership questions and concerns.

Initiates work independently without direction and can be relied upon to complete tasks without continual supervision. Maintains professional appearance. Maintains ethical, courteous and professional behavior, which reflects favorably on CareFlite.  Adheres to the CareFlite Code of Ethics and Professional Conduct. Monitors own areas of strength and weakness; and seek out opportunities and/or guidance for improvement.  Seeks appropriate channels for personal and professional development.

Demonstrates flexibility and has the ability to respond to changing priorities. Demonstrates changes in behavior or attitude following constructive guidance. Deals with conflict in an appropriate and effective manner. Exhibits a positive attitude in support of CareFlite.  Refrains from making negative comments about NCTS, CareFlite, coworkers or members. Written and oral communications are clear and concise.



The Coordinator must have a good working knowledge of MS Word, MS Excel, and MS Outlook, type a minimum of 45+ wpm accurately and be willing to learn the Right CAD Membership software.  The Coordinator must already know or be willing to learn MS Access basic functions. Must have good basic math skills including addition, subtraction, multiplication and division skills.  Ability to total money is a necessity.


Physical Activity:     

Ability to lift up to 35 pounds.  Employee must be able to carry boxes up and down stairs, in and out of vehicles and to and from various PRís.


Physical/Mental Skills:

Holding, squatting, bending, climbing, pushing, lifting (ability to lift 35 lb. boxes), kneeling, standing, walking/running, twisting body, pulling, carrying, cognitive ability to reason and process, ability to hear, ability to see, ability to verbally communicate.


Requires knowledge of:

Employee must have an excellent grasp of the English language and be able to communicate both orally and in writing effectively.  Ability to speak Spanish is a plus.

Salary and Benefits

Salary: Starting at $15.00/hour

Full medical, dental and vision

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