After-Hours Dispatch Team Lead

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 the computer system. Provides information for providers, along with projected service times. Transfer calls to appropriate regional team members. Identifies, researches, and resolves issues using the computer system.

Follows-up on customer inquiries not immediately resolved. Completes call logs and reports. Organize, plan and optimize daily trip route assignments in a cost-effective and efficient manner. Provides support to other company departments and offices regarding trip assignments. Ensures short and long-range planning is performed to identify trips that require eligibility verification.

Answers telephones, handle 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 a willingness to work a flexible schedule.

QUALIFICATION High school diploma or equivalent. IND