Sr. Manager, Flight Coordination Quality & Tr

Automatic Data Processing, Inc.; Scottsdale (AZ); Remote; USD 81,000 - 99,000; Full time

Job summary

Automatic Data Processing, Inc. in the United States is seeking a Senior Manager, Flight Coordination Quality & Training to lead quality assurance, coaching, and development for inbound lead management and flight readiness.

This is a remote role with oversight of Scottsdale-based operations and cross-functional collaboration to ensure prompt, accurate qualification and documentation from first contact to flight execution.

Responsibilities

• Monitor intake quality and response times across channels to ensure inquiries are acknowledged and actively worked within service expectations.
• Review calls and transcripts for discovery, listening, empathy, urgency, value communication, objection handling and next steps.
• Audit whether coordinators advance, nurture, close, or disqualify inquiries.
• Identify conversion gaps by source, payer type, and funnel stage and document expectations on a scorecard.

Job description

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Sr. Manager, Flight Coordination Quality & Tr

FLIGHT COORDINATION Regular Full-Time Senior Management Scottsdale, AZ, US

Salary: $90,000.00 Annually

Title Options: Flight Coordination Quality & Training Manager

Location: Remote, US

Reports to: VP of Flight Coordination

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.

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.
• Audit whether Flight Coordinators appropriately advance, nurture, close, or disqualify inquiries.
• Review inquiries marked false, invalid, duplicate, unqualified, or closed-lost. Challenge, reopen, or escape 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.
• Confirm each opportunity has a clear next action, responsible owner, due date, and follow-up plan.
• Audit records for required patient, clinical, financial, facility, authorization, payer, transportation, logistics, and operational information.
• Identify aging, stalled, inactive, or incomplete opportunities and 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.
• Audit documentation and coordination steps for completeness before and after handoff.
• Strong ability to identify revenue and service leakage, determine root causes, and translate findings into corrective action.

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 elevate recurring quality or workflow concerns to Flight Coordination leadership.
• Partner with leaders on focused development plans when additional support or accountability is needed.

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 re uirements, ownership expectations, and acceptance criteria with partner departments.
• Audit documentation and coordination steps for completeness before and after handoff.
• Strong ability to identify revenue and service leakage, determine root causes, and translate findings into corrective action.