Dispatcher, Customer Service​/HelpDesk

Job Title

Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.

• Answers phones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals.
• Places orders in computer system.
• Provides information for provider, along with projected service times.
• Transfers calls to appropriate regional team members.
• Identifies, researches, and resolves issues using the computer system.
• Follows-up on customer inquires not immediately resolved.
• Completes call logs and reports.
• Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner.
• Provides support to other company departments and offices regarding trip assignment.
• Ensures short and long range planning is performed to identify trips that require eligibility verification.
• Answers telephones, handles calls, routes to appropriate individual or takes messages. Ensures customers, vendors and employees are handled in a professional and courteous manner.
• Follows company policies and procedures
• Performs other duties as assigned.
• Assist members efficiently and in a timely manner by projecting a polite, courteous and professional attitude at all times.
• Assist members with all transportation concerns.
• Maintain an acceptable attendance and tardiness record.
• Schedule standing orders and demand trips using the NET InSight® transportation management system.
• Schedule subscription trips to providers according to the Provider Assignment roster
• Maintain professionalism when dealing with medical facilities.
• Provide clinical staff, member providers, and members with the necessary paperwork to maintain clear communication.
• Insurance verification for both dialysis and nursing home patients.
• Retrieve messages from the call center for daily appointments.
• Train new employees.
• Check member files for accuracy in the system.
• Process monthly recertification and attendance verification reports.
• Assists callers efficiently and in a polite, courteous and professional manner at all times.
• Conducts appropriate screening and eligibility functions.
• Obtains correct information to schedule appropriate modes of transportation.
• Maintains current knowledge of local operating transportation policies.
• Accurately and effectively uses trip scheduling and dispatch software.
• Maintains client, company and employee confidentiality.
• Communicates with facilities and/or providers as necessary to assure efficient transportation services.
• Coordination of urgent care and/or discharges with Trip Validation Specialist
• Keeps Supervisor informed concerning scheduling and/or service delivery problems.

• Previous dispatch experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to analyze schedules and assign resources appropriately, efficiently and cost effectively.
• Must possess good organizational skills, attention to detail, and ability to focus on assigned tasks.
• Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction.
• Excellent time management skills.
• Excellent negotiation skills.
• Computer literate with the ability to learn customer service software applications.
• Work requires willingness to work a flexible schedule.

• High school diploma or equivalent.