EMS Dispatch Customer Service Representative

Customer Service Representative

The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed.

Job Summary:

Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service.

Job Requirements:

To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.

Responsibilities

• Answer each call w/ a full and proper greeting, screen and direct calls to the entire company
• Identify the need for emergency transportation
• Arrange transportation for facilities while determining level of care required for the patient's needs
• Arrange specialty and critical care transportation
• Provide information and assistance for customer service inquires as needed
• Communicate with multiple departments and EMS personnel
• Provide supportive and accurate information to customers to better assist them in arranging appropriate transportation
• Develop effective solutions for customer service issues
• Direct calls to the flight desk when appropriate
• Report any necessary concerns or issues to the Supervisor on duty
• Ability to answer and handle multiple calls at one time
• Must have pleasant, professional phone manners
• Detail oriented
• Ability to excel in high-stress environment
• Adapt to frequently changing policies
• Ability to learn policies and procedures for facilities and recognizing when to apply them
• Other duties as assigned

Qualifications

• Ability to type 30 wpm or better
• EMD and CPR certification are required within 1 year of employment
• Medical background is a plus

Superior Air-Ground Ambulance Service, Inc. is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer. Qualified applicants of all backgrounds are encouraged to apply. M/F/V/D