Dispatcher, Customer Service​/HelpDesk

Overview

The Dispatcher position is responsible for dispatching orders to Medical Service Technicians (MST) utilizing logistics software and tools. Must possess excellent customer service and telephone skills. Daily monitoring and optimizing MST routes to ensure timely completion of ETA’s and routine orders. Documenting and following up on order exception communication. Consistent communication-collaboration with local service center management teams. Coordinating, organizing and scheduling daily and on-call deliveries, pick-up, and equipment service needs according to geographic area and availability of MST.

• Assigns add-on orders to appropriate MST timely.
• Assists customer service in troubleshooting Home Medical Equipment (HME) issue for patients and families.
• Assists HME/Operations Manager in resolving issues regarding staff shortages, routes, available equipment and ETA’s.
• Responsible for ongoing communication with MSTs during their workday regarding address changes, ETA’s, and any other order issues that affect the MST’s route.
• Monitors and checks assigned orders containing critical ETA’s.
• Monitors MST productivity throughout the day, and communicates performance issues to HME/Operations Manager.
• Schedules routine cylinder refills as assigned.
• Answers inbound calls timely and adheres to call script guidelines.
• Ensures internal and external customer satisfaction is obtained by answering questions, resolving and using proper telephone etiquette.
• Assist customer service in processing delivery and pick up orders as assigned.
• Assists in minimizing overtime through utilization of effective and efficient MST routing and scheduling.
• Participates in training as required for position.
• Collaborates with managers to minimize lost equipment.
• Schedules and organizes daily deliveries, pick-ups and equipment service needs for MSTs according to geographic area and availability of employees.
• Perform other job duties as requested by ACCEL Customer Service Manager.

• Attend and participate in related Company meetings and/or committees.
• Complete all required training for the position during the first year of employment.
• Maintain positive work relations with staff members and customers.

• Possess strong customer service, phone and interpersonal skills.
• Direct daily routing functions.
• Experience with medical equipment preferred.
• Prefer two to five years of related experience.
• Must be computer proficient.
• Able to work in a fast-paced environment.
• Highly organized and ability to multi-task.
• Able to communicate in the English language. (Bilingual preferred)
• Familiarity with and ability to navigate throughout VITAS Healthcare service areas.
• Ability to work unsupervised exercising discretion and independent judgment.

• Satisfactorily complete job related competencies.

High school diploma or equivalent.

EOE/AA M/F/D/V