SUMMARY: Allegiance Mobile Heath and LoneStar Ambulance of McAllen, TX are looking to hire Call Takers (SSCI). This position is responsible for the prompt and courteous answering of inbound calls to schedule transports for our customers while ensuring performance standards are met. As the first contact customers have with our company the operator is tasked with providing excellent customer service, exceptional problem solving skills and ensuring each customer interaction is a positive experience.

ESSENTIAL DUTIES AND RESPONSBILITIES: (Responsibilities include, but not limited to)

• Correctly receives and processes emergency and non-emergency telephone requests for ambulance/emergency medical assistance.
• Receives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.
• Assists customers with a variety of transportation related issues such as selecting the most appropriate vehicle by evaluating the needs and condition of the patient.
• Works closely with customers to ensure that the destination facility can accommodate the patient in the method by which they are transported.
• Maintains constant communication with customers and facilities to relay any information regarding a delayed response for a transportation request.
• Provides information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation and costs associated with non-covered transportation.
• Assists other team members with solving challenging situations that require "thinking outside the box" to ensure a seamless transport that exceeds the expectations of the customer.
• Provides excellent customer service to the general public as well as callers from healthcare facilities.
• Adheres to company policies and procedures.
• Performs other duties as assigned.

KNOWLEDGE AND SKILLS:

• Excellent customer service and effective communications skills.
• Ability to multi-task in high stress situations.
• Proficient in basic computer operation.
• Ability to problem solve in a variety of situations by using all resources that are available.
• Works well with a diverse group of customers and coworkers from a variety of backgrounds.
• Ability to learn the geography of the areas served to provide accurate response time estimates to customers and agencies.
• Exercises sound judgment in an array of situations.
• Works cooperatively with team members, public safety agencies and the public.
• Comprehend and make inferences from written materials such as operations manuals

PHYSICAL REQUIREMENTS:

• Works around standard office conditions, repetitive use of a keyboard at a workstation, continuous viewing of dual computer screens, and use of manual dexterity. Frequent use of manuals and other resources. Work in shared office space and sits for long periods of time.

MINIMUM QUALIFICATIONS:

• High School Diploma or equivalent.
• Knowledge of Medical Terminology preferred, not required.
• Bilingual preferred, not required.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Allegiance is an EEO employer as defined by the EEOC.