Position Summary
The Client Relations Specialist – Killeen Region is responsible for regional growth, strengthening client relationships, and expanding referral partnerships throughout the Killeen and surrounding Central Texas market. This position serves as a representative of the company to hospitals, freestanding emergency rooms, rehabilitation facilities, behavioral health facilities, skilled nursing facilities, surgery centers, and other healthcare partners.
This role goes beyond daily client visits. The specialist is expected to develop strategic accounts, identify new business opportunities, resolve service concerns, support operational performance, and ensure the company remains the preferred EMS and medical transportation provider throughout the Killeen region.
Key Responsibilities
Business Development & Growth
- Develop and execute a regional growth plan for the Killeen market.
- Identify, pursue, and secure new facility partnerships and transportation agreements.
- Build strong relationships with hospital executives, case management leaders, transfer centers, ER directors, nursing leadership, and facility administrators.
- Maintain a consistent pipeline of new business opportunities, follow-ups, and contract discussions.
- Track market activity, competitor presence, client needs, and opportunities for service expansion.
Client Relationship Management
- Maintain regular in-person contact with existing accounts throughout the Killeen region.
- Conduct routine facility visits to check on service quality, transfer experience, ETA concerns, dispatch communication, and overall satisfaction.
- Serve as an escalation contact for client concerns and coordinate timely follow-up with operations, dispatch, billing, QA, and leadership.
- Ensure clients have updated contact lists, escalation pathways, service information, and transportation resources.
- Represent the company professionally at meetings, lunches, events, open houses, and community/healthcare networking functions.
Operations & Service Coordination
- Work closely with regional operations leadership to address service issues, ETA concerns, coverage gaps, and facility-specific needs.
- Communicate client feedback clearly and quickly to the appropriate internal teams.
- Support improved coordination between facilities, dispatch, field crews, authorization teams, and leadership.
- Help ensure high-level-of-care transfers, discharges, and scheduled transports are handled with professionalism and urgency.
- Identify recurring service barriers and recommend practical solutions.
Reporting & Accountability
- Maintain accurate records of facility visits, contacts, feedback, issues, opportunities, and follow-up actions.
- Prepare weekly business development updates for executive leadership.
- Track regional growth activity, new accounts, lost opportunities, service complaints, and client satisfaction trends.
- Monitor personal and team performance against business development goals.
Leadership
- Set expectations for daily field activity, professionalism, reporting, and follow-through.
- Coach team members on relationship-building, service recovery, communication, and account development.
- Help create a culture of urgency, accountability, and excellent customer service.
Qualifications
- Bachelor's degree preferred, but equivalent healthcare, EMS, sales, or business development experience will be considered.
- Strong understanding of hospital discharge planning, interfacility transfers, case management, and healthcare referral relationships preferred.
- Excellent communication, presentation, and relationship-building skills.
- Ability to handle client concerns professionally and coordinate internal solutions quickly.
- Strong organizational skills with the ability to manage multiple accounts and follow-ups.
- Must be comfortable visiting facilities daily and traveling throughout the Killeen region.
- Valid driver's license and reliable transportation required.
Ideal Candidate
The ideal candidate is professional, polished, persistent, and relationship-driven. This person understands that business development in healthcare is built through trust, consistency, responsiveness, and service recovery.
They should be comfortable speaking with executives, case managers, nurses, ER teams, dispatch leadership, and field crews and be able to represent the company professionally throughout the Killeen and Central Texas healthcare market.
Performance Expectations
- Growth in active facility accounts and referral volume.
- Consistent daily and weekly facility engagement.
- Strong client satisfaction and timely follow-up on concerns.
- Clear communication between clients and internal operations.
- Improved market presence throughout the Killeen region.
- Professional representation of the company at all times.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education
- Bachelor's degree preferred
Experience
- Customer relationship management: 3 years preferred
Location & Travel
Location: Killeen, TX
Territory: Killeen and surrounding Central Texas areas
- Must be willing to travel throughout the Killeen territory.
- Approximately 50% travel required.
- Valid driver's license and reliable transportation required.
- Work Location: In person
Pay: From $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education:
Experience:
- Customer relationship management: 3 years (Preferred)
Ability to Commute:
- Killeen, TX 76541 (Required)
Willingness to travel:
Work Location: In person
