Call taker/Dispatcher

Company: Valor Ambulance Service LLC
Location: Mentor
Posted on: March 18, 2023

Job Description:

Job Description Salary:
POSITION TITLE: Customer Service Representative/Scheduler POSITION IDENTIFICATION: Reports to: Mobility Services Coordinator/Billing Manager Employees Supervised/Directed: None FLSA Code: Non-Exempt POSITION PURPOSE AND SUMMARY: The Customer Service Representative/Scheduler is the front-line representative of Valor Ambulance LLC in a high volume, fast paced environment, and as such handles internal and external customer questions, complaints and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with the goal of completing a one call resolution process. The Customer Service Representative/Scheduler accepts incoming calls and electronic patient transportation requests of emergency and non-emergency nature for ambulance, wheelchair, or other transportation modes. The requests are processed according to the individual nature and placed on the driver/crew schedule. ESSENTIAL DUTIES AND RESPONSIBILITIES: GENERAL RESPONSIBILITIES: The incumbent must possess and apply knowledge, skills and abilities necessary to perform the duties of a Customer Service Representative/Scheduler in a dignified and compassionate manner, including but not limited to:

• Learning and incorporating Valor Values into all customer and operational interactions;
• Responding to telephone and electronic requests for transportation calmly, efficiently and promptly;
• Keeping the drivers schedules updated and accurate on an ongoing basis;
• Updating and communicating both internally and externally the time/distance criteria that schedule decisions are based on;
• Assuring that coverage for the communications center is adequate to meet demand and respond in a timely manner to such requests and customer complaints;
• Receiving customer service requests that include customer complaints, late changes to the schedule, new customer inquiries, Solutions Center emails and other inputs in real-time;
• Applying problem-solving skills in adjusting or correcting the schedule as needed;
• Effectively communicating with professional medical personnel and treatment facilities to obtain instructions for patient clinical care;
• Properly logging transportation requests in the electronic platforms as needed to enable scheduling and billing functions;
• Maintain an ongoing understanding of current billing requirements and regulations pertaining to transportation to be able to advise and educate customers of same;
• Providing inputs to operations and administrative staff to improve processes and policies:
• Educate and train operations personnel, trainees and customers in company processes and policies that ensure compliance with strategic and tactical objectives. JOB RESPONSIBILITIES RELATED TO PATIENT PRIVACY: The incumbent must perform all job responsibilities in a manner that protects patient privacy:
  • The incumbent is expected to protect the privacy of all patient information in accordance with Valor Ambulance Service Privacy Policies, procedures, and practices, as required by federal (and state) law, and in accordance with general principles of professionalism as a health care provider. Failure to comply with Valor Ambulance Service policies and procedures on patient privacy may result in disciplinary action up to and including termination of employment or of membership or association with Valor Ambulance Service.
  • The incumbent may access protected health information and other patient information only to the extent that is necessary to complete your job duties. The incumbent may only share such information with those you have a need to know specific patient information you have in your possession to complete their job responsibilities related to treatment, payment or other company operations.
  • The incumbent is encouraged and expected to report, without the threat of retaliation, any concerns regarding Valor Ambulance Service policies and procedures on patient privacy and any observed practices in violation of that policy to the designated Privacy Officer or Supervisor.
  • The incumbent is expected to actively participate in Company privacy training and is required to communicate privacy policy information to co-workers, students, patients and others in accordance with Valor Ambulance Service Company Policy. ADDITIONAL OBLIGATIONS AND SKILLS: The incumbent must possess and apply knowledge and skills necessary to perform the duties of Customer Service Representative/Scheduler, including but not limited to:
    • Promptly responding to calls or electronic Patient Transportation Requests to ensure scheduling in a timely fashion;
    • Maintain real-time records of customer call data including, but not limited to: Time of request, name(s) of callers, notes on interactions and/or decisions agreed/disagreed to during calls, times of transportation confirmations, etc.
    • Assuring that customers have adequate hours to access placing requests for transportation or lodge inputs or complaints;
    • Assure that the electronic shift times are updated regularly to accommodate demand;
    • In cooperation with Operations, ensure that the shifts are adequately covered by personnel to meet the transportation demand;
    • Maintain transportation request records on a, as received basis to ensure accuracy ;
    • Assure that transportation times are properly documented and logged by personnel and captured in electronic platforms for transition to billing.
    • Handling telephone communications professionally and efficiently with careful regard to the divulgence of information respecting confidentiality requests at all times;
    • Monitoring communication equipment to maintain contact with the operations personnel;
    • Maintaining communications equipment as needed to ensure operations are not interrupted;
    • Make ongoing recommendations for process improvements and identify solutions for implementation of same; and
    • Performing any other duty related to Valor Ambulance Service as designated by the Supervisor or designee. TRAITS AND QUALITIES: The incumbent must also possess the following qualities and traits to accomplishment specified tasks, including but not limited to:
      • Must be able to operate in a high-stress, high volume environment with a professional demeanor that addresses transportation requests, customer complaints, operations personnel issues and concerns in a manner that is cheerful, and promotes calm, objective based decisionmaking.
      • Be a team player, as EMS is a team effort, and providers must provide necessary assistance to ensure system sanitation, readiness and adherence to quality assurance standards;
      • Be flexible as transportation services operate on a 24-hour clock; the incumbents assigned work shift schedule may vary and the incumbent should be available to respond immediately for a call during the assigned work period, and the start and shift times may vary due to the nature of the business;
      • Maintain a thorough working knowledge of service area geography specific to travel times needed to calculate schedule needs, facility nuances to be able to advise crews of building specifics;
      • Maintain a thorough working knowledge of applicable current standards of care, including licensure requirements that may affect operations;
      • Assure that all certifications, licenses and registrations are up-to-date; and
      • Incumbent conducts themselves, in a courteous, helpful, dignified and professional manner at all times when dealing with patients, co-workers, supervisors and or the public. QUALIFICATIONS Educational Requirements High school diploma or a GED preferred. EMS Call taking/Dispatching preferred. Certificates, Licenses and Registrations The incumbent must possess and maintain a valid drivers license, American Red Cross CPR for the Professional Rescuer and/or American Heart Association BCLS certification, and other Dispatcher or billing certifications as required. Minimum Experience, Abilities Required and Special Requirements The incumbent must have experience in a high-stress, high-volume communications/call center. The incumbent must possess basic working knowledge of an IBM-compatible computer, and can enter necessary data into a computer. PHYSICAL REQUIREMENTS OF THE POSITION The incumbent must not have any physical, mental, or emotional limitation that would prevent them from performing the job requirements outlined above. MENTAL REQUIREMENTS OF THE POSITION
        • Handle a significant number of stressful situations, and can function calmly, coolly and collectedly under all types of stressful situations;
        • Get along well with diverse personalities;
        • Communicate with medical professionals, patients and others with empathy and respect;
        • Create and maintain a positive and cooperative working environment in stressful situations;
        • Work smoothly and professionally in an environment where teamwork is essential;
        • Analyze and interpret difficult and complex patient care and personnel situations;
        • Work independently with minimal supervision for assigned tasks;
        • Exercise sound independent judgment within general policy and procedural guidelines;
        • Anticipate and identify problems and take initiative to prevent or correct them;
        • Establish and maintain effective working relationships with all levels of personnel within the medical community, Valor Ambulance Service, outside agencies, patients, and members of the community;
        • Understand and follow federal, state and local laws, and Valor Ambulance Service policies, procedures and rules;
        • Follow orders;
        • Remember and apply concepts, knowledge and principles; and
        • Appropriately deal with stress and maintain composure when encountering serious injuries or illnesses or difficult patients/family members/facility staff. WORK ENVIRONMENT: Work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.While performing duties of this job, the employee frequently works near moving mechanical parts and in outside weather conditions; and frequently exposed to blood borne pathogens or airborne particles, fumes and gases, electrical and chemical hazards, and vibrations. DISCLAIMER The information provided in this description is designed to indicate the general nature, essential job functions and level of work performed by incumbent within this position with or without reasonable accommodation. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of employees assigned to this position. Management has the sole discretion to add or modify the duties of the position and to designate other functions at any time. This position description is not an employment agreement or contract. ACKNOWLEDGMENT I__________________________________, understand that it is my responsibility to read this job description in its entirety and fully understand and understand the expectation, requirements and hazards associated with this position, and that the job description and duties are subject to change at the discretion of Valor Ambulance Service. I also understand that if employed by Valor Ambulance Service, I am employed as an at-will employee and that Valor Ambulance Service or I may terminate the employment relationship at any time, with or without notice, and for any lawful reasons. ____________________________________ ____________________ Signature of Incumbent Date by Jobble

Keywords: Valor Ambulance Service LLC, Mentor , Call taker/Dispatcher, Other , Mentor, Ohio