Executive control centre

Job Summary

The Control Centre Executive plays a pivotal role in ensuring seamless coordination of medical

evacuation operations and patient transfers. This position requires high attention to detail, prompt

decision-making, and effective communication with internal departments, medical teams, and

international clients to support time-sensitive missions.

Key Responsibilities

 Case Coordination & Monitoring:

 Receive, assess, and prioritize incoming enquiries via email, phone, and digital platforms.

 Coordinate with case managers, medical teams, and flight operations to ensure timely response

and execution of medevac missions.

 Monitor all ongoing cases to ensure adherence to service-level agreements and turnaround time

(TAT) benchmarks.

 Communication & Liaison:

 Act as the primary point of contact for clients, hospitals, insurance partners, and ground

handling agencies during active missions.

 Share timely updates and documentation with stakeholders throughout each stage of the

evacuation process.

 Documentation & Recordkeeping:

 Maintain accurate records of all case correspondence and updates in the case management

system.

 Prepare and share reports on daily operations, TAT performance, and escalations.

 Operational Support:

 Support medical clearances, flight permits, and logistics arrangements as per protocol.

 Coordinate with the finance/billing team on cost estimates and approvals when required.

 Crisis & Contingency Handling:

 Respond promptly to operational disruptions and emergencies with proactive solutions.

 Escalate time-critical issues to the Control Centre Lead or Duty Manager as necessary.Essential / General Functions

1. Enquiry Handling & Initial Coordination

Promptly acknowledge all enquiries via email, WhatsApp, and phone calls.

Route enquiries to the appropriate internal teams based on the geographical zone (UAE, KSA,

IND).

Ensure each enquiry is assigned to a dedicated Case Manager.

Log enquiry details into the Master Database and update relevant records.

2. Case Documentation & System Management

Accurately input and update case-related data in designated Google Sheets (Master, Closed Cases, AA

Quotes, Empty Legs, Operator Databases).

Prepare key documents including quotations, flight briefs, special itineraries (IND), high-risk

consents, treating hospital and completion emails.

Create and maintain checklists (physical copies) for each case.

Operate internal software (Odoo) to create cases, generate quotations, raise proforma invoices,

attach documents, and update status (Closed/Won/Lost/Cancelled).

3. Commercial Flight Coordination (CF/WA/ME)

Identify the most suitable airline options based on case requirements.

Request, obtain, and share airline quotes with the Case Manager.

Coordinate submission of required documents to airlines for medical and engineering

clearance.

Follow up for final approvals and arrange ticket issuance upon payment confirmation.

4. Air Ambulance Provider Coordination

Engage with Air Ambulance providers for quotations and operational details.

Upon confirmation, coordinate all relevant documentation, itinerary, and case details with the

provider.

Ensure effective communication between all stakeholders throughout the mission.

5*. Bluedot Charters – Flight Operations*

Share charter enquiries with the internal charter team via WhatsApp/email.

Coordinate Air Ambulance requests by liaising with flight operations for quotes,

documentation, and booking confirmations.

Ensure all relevant charter documents are collected and shared (Itinerary, Booking Contract, etc.).

 Share Empty leg emails6. Case Progress Updates & Communication

Share real-time mission updates on Microsoft Teams, WhatsApp groups, and with clients directly

(email/WhatsApp).

Maintain accurate case statuses on the internal whiteboard.

Ensure timely communication with ground ambulance and flight teams for movement coordination.

7. Ground Ambulance Coordination

Request quotes based on medical requirements and transfer locations.

Upon confirmation, manage end-to-end coordination: share flight/patient details, check

tarmac access (if required), and confirm medical team readiness.

Collect invoices and ensure payment status is communicated with the accounts and operations

teams.

8. Accounts & Financial Coordination

Notify accounts team upon case confirmation and share final quotations/invoices.

Ensure ground ambulance invoices are submitted to accounts and payment receipts are

forwarded to providers as required.

9. Medical Assistance Coordination

Share electronic consent forms with relevant teams.

Notify medical assistance team about incoming confirmed cases to India.

Redirect any incoming medical assistance enquiries appropriately.

10. Unidoc Coordination (Night Shifts)

Monitor and manage Unidoc appointment requests.

Contact clients and hospitals/clinics to confirm appointments.

Update relevant communication channels with appointment statuses.Qualifications and Requirement

E Educational Qualification:

Bachelor’s Degree in any discipline from a recognized institution.

 Professional Experience:

Minimum 1–2 years of experience in the aviation, air ambulance, or healthcare coordination

industry preferred.

Freshers with strong communication skills and a passion for coordination roles may also be considered.

 Technical Skills:

 Proficiency in Microsoft Office Suite and Google Workspace (Docs, Sheets, Gmail, etc.)

 Familiarity with CRM or case management software (e.g., Odoo) is an advantage.

 Comfortable working across communication platforms like Microsoft Teams, WhatsApp, and

email.

 Key Competencies:

 Excellent written and verbal communication skills.

 Strong organizational and multitasking abilities.

 Ability to remain calm and effective under pressure, especially in medical emergency

scenarios.

 High attention to detail and accuracy in documentation and data handling.

 Flexibility to work in rotational shifts, including nights, weekends, and holidays if required.

 Other Requirements:

 A proactive attitude and the ability to work collaboratively with multidisciplinary teams.

 Commitment to patient confidentiality and data security standards.

Pay: ₹10,000.00 - ₹33,000.00 per month

Benefits:

• Internet reimbursement
• Paid sick time
• Provident Fund

Work Location: In person