MAPS Liaison

ROLE SUMMARY

The MAPS Liaison is responsible for coordinating emergent and non-emergent patient transportation between Wellstar facilities and contracted ambulance providers. This role ensures timely transport coordination, accurate documentation, and escalation to alternative network providers when necessary. The MAPS Liaison works closely with Care Coordination, vendors, and internal teams to maintain service efficiency, data integrity, and patient satisfaction. This is a non-exempt position working a shift-based schedule onsite at the Wellstar Transfer Center.

KEY RESPONSIBILITIES

Essential Duties and Responsibilities:

• Coordinate transportation between hospitals and contracted ambulance providers
• Escalate transport requests to alternative network providers when primary vendors are unavailable
• Monitor and document ETAs in Statcall and other systems
• Communicate ETA updates to customer
• Review trip history and internal notes to identify delays or recurring issues
• Maintain accurate and timestamped documentation in Statcall and manual tracking systems
• Ensure equitable distribution of trips among qualified providers
• Relay complete call details to non-connected providers and document appropriately
• Escalate recurring issues such as missed ETAs or incomplete trip documentation
• Support problem-solving efforts for transport-related issues
• Maintain high levels of customer service across all interactions
• Ensure compliance with HIPAA, company policies, and confidentiality standards
• Report documentation or compliance concerns to leadership
• Perform additional duties as assigned

REPORTING RELATIONSHIP

• Reports directly to the MAPS Director

REQUIRED QUALIFICATIONS

• Minimum 2 years of customer service experience (healthcare preferred)
• Training and/or education in customer service or healthcare services
• Strong verbal and written communication skills
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Dispatcher or call-taking experience preferred but not required

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting
• Ability to remain at workstation for extended durations
• Frequent use of computer systems and communication tools

CORE COMPETENCIES

• Attention to Detail
• Organizational Skills
• Customer Service Orientation
• Problem-Solving Skills
• Communication Skills
• Adaptability to Shift Work
• Commitment to Patient Safety and Compliance

WORK ENVIRONMENT

• Onsite at Wellstar Transfer Center
• Fast-paced healthcare coordination environment
• Frequent interaction with hospitals, dispatch teams, and ambulance providers