After-Hours Dispatch Team Lead

Verida Inc•Villa Rica, GA

10d

About The Position

The After-Hours Dispatch Team Lead answers calls concerning Medicaid-eligible non-emergency discharges, ride requests, customer inquiries, questions, and complaints. The role enters orders into the computer system, provides providers with information and projected service times, transfers calls to appropriate regional team members, and researches and resolves issues. It follows up on unresolved inquiries and completes call logs and reports. The position organizes, plans, and optimizes daily trip route assignments cost-effectively and efficiently, supports other departments and offices with trip assignments, and performs short- and long-range planning to identify trips requiring eligibility verification. It also answers and routes telephone calls or takes messages, maintains professional and courteous interactions with customers, vendors, and employees, follows company policies and procedures, and performs other duties as assigned.

Requirements

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.
Good organizational skills, attention to detail, and ability to focus on assigned tasks.
Ability to work collaboratively with internal departments and external facilities and providers to determine best practices for ongoing quality satisfaction.
Excellent time management skills.
Excellent negotiation skills.
Computer literacy and ability to learn customer service software applications.
Willingness to work a flexible schedule.
High school diploma or equivalent.

Responsibilities

Answer calls regarding Medicaid-eligible non-emergency discharges, ride requests, estimated arrival times, customer inquiries, questions, and complaints.
Enter orders into the computer system.
Provide providers with information and projected service times.
Transfer calls to appropriate regional team members.
Identify, research, and resolve issues using the computer system.
Follow up on customer inquiries that are not immediately resolved.
Complete call logs and reports.
Organize, plan, and optimize daily trip route assignments in a cost-effective and efficient manner.
Support other company departments and offices regarding trip assignments.
Perform short- and long-range planning to identify trips requiring eligibility verification.
Answer and route telephone calls or take messages, treating customers, vendors, and employees professionally and courteously.
Follow company policies and procedures.
Perform other duties as assigned.