SUMMARY: Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.
ESSENTIAL FUNCTIONS:
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Answers phones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals.
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Places orders in computer system.
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Provides information for provider, along with projected service times.
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Transfers calls to appropriate regional team members.
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Identifies, researches, and resolves issues using the computer system.
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Follows-up on customer inquires not immediately resolved.
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Completes call logs and reports.
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Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner.
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Provides support to other company departments and offices regarding trip assignment.
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Ensures short and long range planning is performed to identify trips that require eligibility verification.
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Answers telephones, handles calls, routes to appropriate individual or takes messages. Ensures customers, vendors and employees are handled in a professional and courteous manner.
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Follows company policies and procedures
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Performs other duties as assigned.
REQUIRED SKILLS AND ABILITIES
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Previous dispatch experience.
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Ability to read and comprehend simple instructions, short correspondence, and memos.
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Ability to analyze schedules and assign resources appropriately, efficiently and cost effectively.
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Must possess good organizational skills, attention to detail, and ability to focus on assigned tasks.
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Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction.
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Excellent time management skills.
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Excellent Negotiation skills.
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Computer literate with the ability to learn customer service software applications.
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Work requires willingness to work a flexible schedule.
QUALIFICATION
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High school diploma or equivalent.