Communication Center Coordinator - Ambulance Dispatch - FT

Carilion Clinic•Roanoke, VA

4d•Onsite

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. 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.

Requirements

Education: High school diploma or equivalent required.
Experience: none
Licensure, certification, and/or registration: American Heart Association Basic Life Support Health Care Provider (AHA BLS -HCP) required within 3 months of hire.
Other Minimum Qualifications: 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.