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

ESSENTIAL FUNCTIONS:

• 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.

REQUIRED SKILLS AND ABILITIES

• 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.

QUALIFICATION 

• High school diploma or equivalent.