This position reports to: Manager of Operations, Corporate Travel
Hours: Mon - Fri 11:30am - 8:00pm ET
Overview: At Atlas Travel & Technology Group, our purpose is to Stand-Up, Stand-Out. To do something every day that makes the next day better for all. We value creativity to build new paths forward, collaborate respectfully, have the drive to get up and do it, open ourselves to grow, do what we say, love what we do, and have fun along the way. This is who we are, our culture.
Patient Travel Consultants are responsible for meticulously arranging travel itineraries for patients and study participants, catering to both commercial and clinical accounts. This demanding role necessitates a comprehensive grasp of various travel technologies, particularly booking software, to ensure seamless and efficient travel arrangements. A paramount requirement for consultants is the ability to demonstrate profound empathy and meticulous care, especially when assisting critically ill travelers, their caregivers, or legal representatives, understanding the sensitive nature of their needs. Furthermore, the position frequently entails coordinating intricate ground transportation, often in challenging and remote international locations, requiring exceptional logistical skills and attention to detail.
Responsibilities and Duties:
- Efficiently and accurately process car, limo, and hotels for both domestic and international travel itineraries
- Efficiently and accurately process air for domestic itineraries
- Working knowledge and usage of all company supported tools and resources that relate to patient travel bookings such as but not limited to: Booking Builder; internal and external rate desks; airlines internet; GDSX; online booking tools etc.
- Process documents for translation and engage verbal translators when necessary
- Adheres to company policies
- Follows client’s travel policies for each individual account
- Confidentiality and PCI/security
- Promotes company preferred vendors when possible and does not take priority over client’s preferred vendors
- Keeps abreast of industry knowledge to include industry updates, changes and new products
- Maintains contractual service level agreement goals related to but not limited to response time and quality of work; consistent usage of quality control product; proper usage of profile information
- Properly informs client of tariffs and penalties
- Maintain benchmark of 200 transactions per month
- Meet annual training requirement hours
- Maintains ticket bank for clients
- Provides above and beyond service and document value adds
- Maintain professionalism at all times with clients and co-workers
- Requires a minimal amount of travel
Skills/Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- GDS skills
- Strong communication and customer skills
- Above average geography skills and resources
- Working knowledge of Google Suite, Gmail and Docs
- Problem solving, critical thinking skills
- Must be detailed oriented, great with organization and great follow through
- Customer service experience
- Corporate travel experience
Core Competencies:
Core Competencies identify behaviors and skills all employees are expected to demonstrate to carry out the mission and goals of the company
- Initiative and Creativity
- Judgement
- Cooperation / Teamwork
- Quality of Work
- Reliability
- Support of Diversity
Education and/or Experience:
- Bachelor's degree preferred in a relevant field such as Hospitality Management, Business Administration, Communications, or a related discipline.
- A high school diploma or equivalent is required.
- Minimum of 2-3 years of experience in customer service, travel coordination, or a related client-facing role.
- Previous experience in the healthcare or patient support industry is highly desirable.
- Demonstrated experience in handling sensitive or complex customer interactions with empathy and professionalism.
- Proficiency in using reservation systems (Sabre preferred) and other travel-related software.
PC Skills:
Internet searching, Google Suite (e.g. Gmail, Drive, Calendar and Docs).
Language Skills:
Ability to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence and memos. Ability to effectively present information in one-on-one, small group situations to customers, clients and other employees of the organization.
Physical and Mental Demands:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job.
- Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
- Requires ability to move about to access file cabinets, office equipment, etc.
- Requires ability to operate a computer, telecommunication devices and other office equipment for prolonged periods of time throughout the work day.
- Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
- Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require the ability to receive detailed information through oral communication, in person or via telephone, and to make fine distinctions in sound.
- Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
- Requires ability to work other shifts and weekends and in excess of 40 hours/week, as necessary.
- Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.
Travel (for positions requiring travel):
- Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a hybrid remote / office environment.
