The Director of Business Development (DBD) is responsible for business and customer service oversight of multiple bases within a region, including management of administrative and customer service segments with the overall objective of increasing transport volume and ensuring a high level of customer satisfaction. This position is responsible for identifying growth opportunities, assisting in developing a strategic marketing plan, implementing strategies to reduce costs, improving quality of service and ensuring Customer Service Managers execute outreach initiatives in alignment with LFN’s business objectives and within prescribed timeframes. The DBD will set the customer service tone by communicating values and approaches, ultimately significantly shaping the region. This position performs duties applicable to job specialty, including Flight Nurse, Flight Respiratory Therapist, Flight Paramedic, Ground Paramedic, Communication Specialist, Pilot, or Mechanic.  

 Will be required to drive personal or company vehicles whenever and wherever business needs necessitate.

QUALIFICATIONS:

•  Must have a fundamental and foundational knowledge of ambulance and air ambulance business
• Demonstrates innovation, strategy and service recovery methods and principles 
• Bachelor’s degree in healthcare, aviation management, business administration or a related field preferred. May substitute years of directly related experience for years of education   

• Meets qualifications of Flight Nurse, Flight Respiratory Therapist, Flight Paramedic, Communication Specialist, Pilot, or Mechanic and maintains current applicable credentials 
• Minimum 3 years previous management experience, preferably in emergency medical services and including experience in outreach, customer service or marketing 

• Must have knowledge of local, regional, and national healthcare dynamics and regulatory requirements

• Demonstrated passion, commitment, and ability to safely promote LFN’s mission and values 
• A focus and ability to achieve customer service excellence, ultimately leading to increased transport volume 
• Excellent presentation and written and verbal communication skills required. Positively and effectively interacts with all levels of the organization, industry/community contacts and with other senior leaders. Excellent communication skills, including written and verbal communication in all interactions
• Must be knowledgeable in related computer programs (MS Office, Word and Excel) 
• Prefer experience utilizing Salesforce customer software and social mediaAbility to take ownership of work, doing what is needed without being asked. 
• Above average capacity for visualizing and formulating new techniques, approaches and strategies allowing the organization to thrive in the future. 
• Embrace proactivity and proactive behavior; change-oriented and self-initiated. Proactive behavior involves acting in advance of a future situation, rather than reacting.
• Must hold a valid driver’s license, have access to an automobile in good repair, be able to provide proof of auto insurance and able to travel by personal or company vehicle throughout LFN’s service area

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

CUSTOMER SERVICE:

• Identify service growth opportunities / target markets, propose and implement marketing strategies designed to promote LFN’s services and increase transport volume. Work with Membership regarding marketing / outreach duties
• Ensure customer requests, inquiries, and concerns are appropriately managed from the beginning to end of the cycle 
• Summarize all customer service efforts in Salesforce including documenting all meetings, logging calls, documenting distribution of marketing items/materials, and linking emails within 48 hours of encounter
• Oversee PETs using Salesforce and the company web
• Plan in advance and ensure Customer Service Managers attendance and involvement in internal and external meetings including customer service and membership events, conferences, outreach education and training events 
• Ensure Customer Service Managers fulfill required responsibilities regarding customer survey forms & packets, follow up letters and other required documents and they are completed and submitted for review within 48 hours of a transport

SAFETY:

• Helps ensure region is adhering to LFN and risk management safety culture as outlined in LFN’s Safety and Risk Management Agreement and related policies 
• Preserve safety and risk management culture and rules   
• Report all concerns related to safety and risk management immediately, working with Director of Safety and Risk Management, Senior Director of Quality Management and others as needed
• Be knowledgeable regarding all safety and risk management policies and procedures; be an agent for communicating safety and risk management information  

QUALITY:

• Promote and facilitate QM processes and ensure employees understand and adhere to Maintains standards and policies

• Work with the Quality Manager, ensuring accurate input of information for establishing, tracking, trending, and analyzing quality indicators and ensuring completion 

OPERATIONS:

• Maintain a thorough knowledge of company, regional and other regulatory standards and guidelines as pertinent to air medical 
• Conduct regularly scheduled meetings with staff, coordinate communication, and activities regarding standards, and company goals
• Ensure Customer Service Managers have the tools to assist employees with training, information and support so they may solve problems and improve operations at the staff level
• Must objectively coach and discipline employees, when appropriate, in a timely manner 

LEADERSHIP:

• Assume operational administrative responsibility in an on-call status, or in the absence of the Chief Business Officer or Chief Executive Officer
• Creates a work environment within the region that reflects a positive atmosphere, high employee satisfaction and competence, and teamwork
• Encourage successful team development by actively involving team members in planning and decision-making
• Provide support to the various service lines by providing ancillary supervision and leadership of the flight nurses, flight paramedics, pilots and mechanics within the area
• Promote an organizational culture resulting in loyal and productive staff by providing a challenging and satisfying work environment