Dispatcher and Administrative Specialist - Medical Ground Transport; Nights

Dispatcher and Administrative Specialist Job Summary

The Dispatcher and Administrative Specialist role coordinates interfacility medical transports by receiving dispatch requests, gathering critical information, prioritizing urgency, arranging appropriate resources, and dispatching the correct unit(s) in a timely, safe, and compliant manner. The role also supports revenue cycle functions (intake, documentation quality checks, payer verification, claims preparation) and other administrative tasks as assigned, with dispatch calls and functions taking priority at all times
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This position may be on‑site or remote, full‑time or part‑time. At this time, we are looking for someone able to work night shifts in the Wednesday‑Friday timeframe
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This role requires excellent judgment under time pressure, clear and compassionate communication, meticulous data entry, and fluency with computer‑aided dispatch (CAD), electronic patient care records (ePCR), phone systems, and payer/billing portals. The dispatcher follows established call‑taking and dispatch protocols; confirms origin/destination, clinical needs, and level of service; coordinates ETAs with facilities and crews; and documents all events in real time. Administrative duties may include verifying insurance, confirming PCS signatures and other required documentation, prepping clean claims per CMS rules, and assisting with denials follow‑up and record requests.

Standards & best practices informing this role include recognized telecommunicator training frameworks (e.g., NENA), quality system standards (CAAS), and Medicare ambulance billing rules (CMS).

• Answer incoming calls (phone and electronic), obtain essential information (requesting party, pickup/destination, patient demographics, patient condition, time constraints, special needs), triage/prioritize, and determine appropriate unit level (BLS/ALS/CCT) in alignment with internal protocols and medical direction.
• Enter and maintain complete, accurate, time‑stamped records and registraton information in CAD/ePCR; issue unit assignments; provide crews with directions, updates, and safety/scene notes; monitor unit status and turn‑times; and coordinate ETAs with sending/receiving facilities.
• Communicate professionally with hospitals, SNFs, clinics, and care teams; loop in supervisors/medical direction as needed; document variances and service recovery steps.

• Sequence multi‑leg trips; confirm bed availability or special receiving requirements; coordinate specialized assets (e.g., ventilators, NICU isolette team) per plan of care and scope.
• Track resource readiness (crew, vehicle, equipment), ensure handoff completeness, and support after‑action reviews/quality metrics (e.g., on‑time performance, turnaround).

• Verify coverage/eligibility and obtain/validate required documentation (e.g., PCS forms, signed claim authorization/beneficiary signatures).
• Prepare claims data elements (origin/destination modifiers, HCPCS codes, mileage, pick‑up ZIP, condition indicators) consistent with the Ambulance Fee Schedule; perform basic edits and route exceptions/escalations.
• Assist with documentation quality, record requests, denials support, and payer correspondence in collaboration with the billing team.

• Follow HIPAA and data security requirements; adhere to internal SOPs, CAAS‑aligned policies, and medical direction. Participate in QA/QI and maintain training/certifications as required.
• Uphold company values in all patient, facility, and partner interactions.

• Critical thinking & prioritization:
  Make sound, time‑bound decisions using protocol and situational awareness.
• Communication:
  Clear, calm, and empathetic phone demeanor; concise radio etiquette; accurate written documentation.
• Systems proficiency:
  Comfortable with CAD, ePCR, multi‑line phone systems, mapping/AVL, and office productivity tools.
• Detail orientation:
  Accurate data entry, time stamping, and coding to support clean claims and defensible records.
• Team coordination:
  Collaborate with crews,…