Communication Center Coordinator - Ambulance Dispatch

Carilion Clinic Patient Transportation • Roanoke, VA

3d

About The Position

The Carilion Clinic Patient Transport (CCPT) Communications Center Coordinator is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. Working in a call center environment as part of an extended transportation team, the Communications Center Coordinator serves as a central link in the safe transfer and transport of patients throughout the region. This position is responsible for answering phone calls, facilitating insurance pre-authorization, obtaining quotes for service, arranging non-ambulance transport through other agencies, entering information into the dispatch software system and insurance portals, validating insurance coverage, and confirming pre-scheduled appointments.

Requirements

• High school diploma or equivalent required.
• none
• American Heart Association Basic Life Support Health Care Provider (AHA BLS -HCP) required within 3 months of hire.
• Demonstrates sustained proficiency in multi-tasking and prioritizing work.
• Uses service excellence principles in all communication to deliver an easy, empathetic, and solution-oriented experience for all callers.
• Uses closed loop communication and read backs to minimize errors.
• Must be proficient with keyboarding/typing and use of software applications, including Windows.
• Must demonstrate proficiency in multi-tasking and effective communication skills focused on customer service.

Responsibilities

• Receives and screens calls in an efficient manner to minimize delays.
• Identifies and escalates emergency calls, issues, or complaints as appropriate in a timely manner.
• Facilitates the insurance pre-authorization process for non-emergency transport requests by identifying the correct payor and working through the established process with the appropriate broker.
• Documents correspondence, approvals, and reference numbers in the dispatch system.
• Communicates trip information accurately and concisely to CCPT leadership when a price quote for service is requested.
• Follows up with the caller in a timely manner.
• Works with other transport agencies or ride-share programs to obtain the most efficient and cost-effective service appropriate for the patient.
• Communicates the plan to the requestor and follows through to ensure the patient was transported as scheduled.
• Serves as a patient advocate by escalating or direct intervention when other agencies do not meet service expectations or timelines.
• Minimizes delays by direct data entry into the system while the caller is on the line.
• Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
• Actively works to ensure the protection of private health information during this process.
• Cancels and reschedules appointments in the dispatch software program, using attention to detail to ensure the right patient and the right cancellation reason.
• Confirms future appointments by contacting the patient or facility directly.
• Works through scheduling changes or issues to ensure the call schedule is updated in real time.

Benefits

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Virgin Pulse
• Discounts on childcare
• Continued education and training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED