Customer Care Representative/Non-Emergent
About The Position
Objective: The Customer Care Representative is responsible and accountable for receiving, recording, coordinating and dispatching all non-emergent transports for ambulances, wheelchair vans, and cabs. Essential Duties: Know and support the Mission Statement, Policy/Procedures and standards of MMR. Obtain pre-authorization information for scheduled trips, when applicable. Verify appropriate resource availability for the daily transfer load. Provide appropriate and professional dispatching (via radio, Navigator, etc.) of MMR resources in a timely manner. This includes keeping track of all appropriate resources to ensure the correct unit is sent and arrives on time for scheduled transports. Behave in a collegial and customer service-oriented manner (via phone and radio) at all times. Develop and maintain excellent working relationships with facility callers. Proactively communicate scheduled transports to other dispatch personnel and area supervisors, when necessary. Provide quotes upon request for patient payment. Determine level of need (ALS/BLS, Carevan, Cab) for each request for service. Obtain an Advance Beneficiary Notice (ABN) as needed. Review Physician’s Certification Statement (PCS) for completion and compliance billing (medical necessity). Keep management and the appropriate field providers advised of any changes to the daily workflow. Perform other duties as assigned.
Requirements
- Ability to communicate effectively both verbally and in writing, in the English language
- Possess and maintain a valid Michigan driver license
- Ability to organize tasks and insure timely completion of all projects
- Advanced computer skills including the ability to utilize a computer PC with Windows operating system
- Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
- Skilled in typing, data entry, electronic filing and document retrieval
- High School Diploma
- Must be at least 18 years old
- Suitable dexterity to operate standard office equipment.
- Capability to stand or sit for extended periods of time.
Nice To Haves
- Medical office experience and familiarity with insurance billing practices preferred
- EMS dispatch and field experience preferred
- Obtain Emergency Medical Dispatcher (EMD) certification within first 6 months of employment
- Excel in customer relations and demonstrate positive, professional behavior
- Proficiency with Microsoft Word and Excel
Responsibilities
- Receiving, recording, coordinating and dispatching all non-emergent transports for ambulances, wheelchair vans, and cabs
- Obtain pre-authorization information for scheduled trips, when applicable.
- Verify appropriate resource availability for the daily transfer load.
- Provide appropriate and professional dispatching (via radio, Navigator, etc.) of MMR resources in a timely manner.
- Keep track of all appropriate resources to ensure the correct unit is sent and arrives on time for scheduled transports.
- Behave in a collegial and customer service-oriented manner (via phone and radio) at all times.
- Develop and maintain excellent working relationships with facility callers.
- Proactively communicate scheduled transports to other dispatch personnel and area supervisors, when necessary.
- Provide quotes upon request for patient payment.
- Determine level of need (ALS/BLS, Carevan, Cab) for each request for service.
- Obtain an Advance Beneficiary Notice (ABN) as needed.
- Review Physician’s Certification Statement (PCS) for completion and compliance billing (medical necessity).
- Keep management and the appropriate field providers advised of any changes to the daily workflow.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
