Director of Patient Transportation and Observation

Job Summary

The Director of Patient Transportation and Observation leads and manages both patient transport and observation programs within a healthcare facility ensuring safe, efficient, and compassionate service that supports high standards of care and patient experience. This role oversees operations, financial performance, staff development, quality assurance, and regulatory compliance, fostering a culture of teamwork, accountability, and service excellence.

This position is ideal for a dynamic, relationship-driven leader with strong customer service skills, the ability to motivate diverse teams, and a proven record of managing frontline associates in healthcare, hospitality, or related service industries. The ideal candidate will possess healthcare or service industry management experience, strong leadership and communication abilities, and the capability to build effective partnerships across clinical and operational teams.

Key Responsibilities:

• Plan, organize, and direct departmental functions, setting clear standards for performance, compliance, and service quality.
• Lead, train, and develop supervisors and frontline associates — including transporters, patient observers, dispatchers, and related personnel — fostering engagement and continuous improvement.
• Coordinate closely with nursing, clinical, and support departments to ensure alignment of transport and observation services with patient care needs and hospital objectives.
• Oversee the accuracy and timeliness of data, reporting, and communication between departmental staff and clinical teams.
• Maintain financial accountability, including the preparation, monitoring, and analysis of departmental budgets; ensure operations remain within established labor and expense targets.
• Monitor departmental performance metrics; analyze operational data to identify trends, drive efficiency, and implement improvements.
• Ensure compliance with all applicable regulations, including Federal, State, JCAHO, OSHA, and CDC requirements.
• Develop and maintain strong relationships with hospital leadership, clinical partners, and clients to ensure satisfaction, responsiveness, and alignment of service priorities.
• Manage adjacent or support service programs, such as patient lift, courier, valet, or shuttle operations, where applicable.
• Promote a positive, safety-driven culture that emphasizes professionalism, teamwork, and compassionate patient care.

Preferred Qualifications:

• Four-year college degree in business, healthcare administration, hospitality management, business, or a related field required; equivalent relevant experience considered.
• Previous healthcare experience or relevant management experience preferred.
• Experience managing frontline associates in healthcare, hospitality, or similar service-oriented industries required.
• Strong customer service background and demonstrated relationship management experience.
• Proven ability to motivate and inspire team members to optimize performance and effectively execute the department’s business model.
• Accountability for managing non-complex labor budgets and supporting financial performance goals.
• Strong organizational, analytical, and time management skills with the ability to balance competing priorities.
• Effective problem-solving and decision-making skills, especially in high-volume or time-sensitive situations.
• Public speaking and presentation abilities for client interaction, leadership communication, and staff engagement.
• Proficient in Microsoft Office Suite and operational management software platforms.