Customer Ambassador

SUMMARY

DESCRIPTION:

The Customer Ambassador acts as a liaison with the area hospital for which he/she is assigned and as a customer contact for patients and family members regarding non-emergency ambulance, wheelchair, and alternative transportation services. He/she is responsible for receiving/scheduling requests for non-emergency ambulance, wheelchair, and/or alternative transportation from the assigned hospital, to include the establishment of effective communications with the person requesting transportation and eliciting information necessary for dispatching the most appropriate EMS response.
The Customer Ambassador will also be responsible for verifying that the patient meets medical necessity requirements for nonemergency ambulance transport as well as obtaining the necessary information to insure successful collection of transportation fees. The primary goal of this position is to facilitate better communications between the assigned hospital and Guardian Ambulance Service and to ensure that requests for service are scheduled appropriately, ensure timely customer service and appropriate system status management.

• Acts as a Liaison between Guardian Ambulance Service and the assigned hospital.
• Acts as a customer contact for patients and family members requesting non-emergency ambulance and alternative transportation services.
• Assists with handling customer service Issues regarding the assigned hospital.
• Assists with completing customer satisfaction surveys regarding services provided by Guardian Ambulance Service for the designated facility.
• Follows up with patients transported to the assigned facility to ensure that services provided were appropriate and in accordance with Guardian Ambulance Service Standards.
• Must be able to function at the level of an SSC in a call taking capacity.
• Handles phone communications in a prompt, accurate, courteous and professional manner.
• Responsible for coordinating the scheduling of nonemergency transports to insure the most efficient utilization of system resources.
• Absolute knowledge of the EMS services available in the area, their capabilities, limitation, locations and accessibility.
• Allocates EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols.
• Responsible and accountable for completeness and accuracy of paperwork related to his/her assignment.
• Responsible for accurate and complete data entry for the shift. Responsible for generating applicable reports and checking for accuracy.
• Assists field personnel in completing appropriate paperwork to include, Guardian Billing Form, Ambulance Certification Form, and Medicaid 216 Form.
• Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
• Responsible for assisting the SSC in monitoring response times to nonemergency ambulance calls with a goal of maintaining the highest possible on time reliability.
• Responsible and accountable for updating management and operations personnel on any changes effecting the company.
• Assists in development and implementation of call-taking procedures and systems, especially those pertaining to medical necessity and the assigned facility.
• Notifies the appropriate members in the chain of command for any extraordinary situations involving the assigned facility.
• Provides input for the development and implementation of the Ambulance Placement Strategy as it pertains to nonemergency call load.
• Follows established parameters/formats in receiving requests for service.
• Responsible for knowledge and use of control center relating to his or her position, including but not limited to the CAD system, personal computers, printers, recording devices, telephones and fax machines.
• Other duties as assigned by the Patient Billing Services Manager and/or Chief Officers.

1. Must be able to sit, stand, and/or walk for extended periods.

2. Ability to use a variety of Office Equipment.

3. Ability to lift a minimum of 10 lbs.

• 1. Knowledge in reading and writing English.
• 2. Ability to communicate clearly on the telephone and have excellent verbal communications skills.
• 3. Ability to function effectively in stressful situations.
• 4. Ability to maintain a Professional & Courteous Demeanor.
• 5. Ability to maintain a Professional /Business Appearance.
• 6. Working knowledge of Guardian policies and procedures.
• 7.…