Customer Ambassador

PRIORITY ONDEMAND•Florence, SC

3d•Onsite

About The Position

The Customer Ambassador serves as a liaison between Guardian Ambulance Service and an assigned area hospital, and as a contact for patients and family members seeking non-emergency ambulance, wheelchair, or alternative transportation. The role receives and schedules transportation requests, communicates with requesters to obtain information needed for dispatch, verifies medical necessity for non-emergency ambulance transport, and gathers information needed to support collection of transportation fees. The position aims to improve communication between the hospital and Guardian Ambulance Service, schedule services appropriately, provide timely customer service, and support effective system status management. The role requires call-taking capability at the level of an SSC and knowledge of local EMS resources, their capabilities, limitations, locations, and accessibility. The Customer Ambassador coordinates transport scheduling and resource allocation, monitors response times with the SSC, and maintains accurate paperwork, data entry, and reports. The position also supports customer satisfaction follow-up, field personnel paperwork, call-taking procedures, and ambulance placement strategy. It uses control-center equipment and systems, including CAD, computers, printers, recording devices, telephones, and fax machines, and performs other duties assigned by the Patient Billing Services Manager and/or Chief Officers. The position is based in an office environment. It requires protecting patient privacy, accessing and sharing protected health information only as needed for job duties, reporting privacy concerns, and participating in company privacy training. Full-time employees must be available for recall during crises.

Requirements

Knowledge of reading and writing English.
Clear telephone communication and excellent verbal communication skills.
Ability to function effectively in stressful situations.
Ability to maintain a professional and courteous demeanor and a professional/business appearance.
Working knowledge of Guardian policies and procedures.
Thorough knowledge of EMS and other public safety resources available in the area, including their capabilities, limitations, locations, and accessibility.
Excellent organizational skills and ability to establish priorities.
Ability to record, transmit, and report information accurately.
Good typing skills.
Ability to understand basic computer applications in the Windows operating environment.
Excellent customer service skills.
Following training, ability to implement EMD concepts and Guardian customer service concepts adequately.
Current South Carolina State driver's license.
Current Basic Cardiac Life Support Certification (BCLS).
Ability to interact with other healthcare providers in a friendly and professional manner.
Ability to sit, stand, and/or walk for extended periods and lift a minimum of 10 pounds.
Full-time employees must be available for recall in times of crisis.

Responsibilities

Act as a liaison between Guardian Ambulance Service and the assigned hospital.
Serve as a customer contact for patients and family members requesting non-emergency ambulance and alternative transportation services.
Assist with customer service issues regarding the assigned hospital.
Assist with customer satisfaction surveys and follow up with patients transported to the assigned facility to assess whether services were appropriate and met company standards.
Function at the level of an SSC in a call-taking capacity and handle phone communications promptly, accurately, courteously, and professionally.
Coordinate scheduling of non-emergency transports to support efficient use of system resources.
Apply appropriate decision-making rules and approved protocols to allocate EMS resources.
Maintain complete and accurate assignment-related paperwork, shift data entry, and reports.
Assist field personnel with required paperwork, including Guardian Billing Forms, Ambulance Certification Forms, and Medicaid 216 Forms.
Maintain current working knowledge of company policies, procedures, rules, regulations, and memorandums.
Assist the SSC in monitoring response times for non-emergency ambulance calls to support on-time reliability.
Update management and operations personnel about changes affecting the company.
Assist in developing and implementing call-taking procedures and systems, especially those related to medical necessity and the assigned facility.
Notify the appropriate members of the chain of command about extraordinary situations involving the assigned facility.
Provide input on the development and implementation of the Ambulance Placement Strategy as it relates to non-emergency call volume.
Follow established parameters and formats when receiving service requests.
Use the control-center systems and equipment required for the position, including CAD, personal computers, printers, recording devices, telephones, and fax machines.
Protect patient privacy, limit access to patient information to what is needed for assigned duties, report privacy concerns, and participate in privacy training.
Perform other duties as assigned by the Patient Billing Services Manager and/or Chief Officers.