Customer Service Representative

Royal Ambulance•San Leandro, CA

23d•$23 - $23

About The Position

The Customer Service Representative serves as the primary “voice” of the organization within the Communications (Call) Center. This entry-level role supports interfacility transport operations by handling incoming calls from hospitals, healthcare facilities, patients, and partner dispatch centers. Working alongside Dispatchers, this position is responsible for triaging transport requests, coordinating logistics, and ensuring accurate and timely communication. This role directly contributes to the patient experience and continuity of care by facilitating efficient and professional transport coordination. Impact of the Role: This role plays a vital part in the healthcare continuum by ensuring patients are transported safely and efficiently between facilities. The Customer Service Representative directly influences the quality of patient care and customer satisfaction by delivering accurate coordination, clear communication, and responsive service.

Requirements

High school diploma or equivalent required
Basic computer proficiency, including typing (35+ WPM), Microsoft Office, and internet use
Ability to learn dispatch and call management systems quickly
Full-time availability required, including weekends and holidays
Ability to remain calm and effective under pressure and during emergency situations
Excellent verbal and written communication skills
Strong customer service orientation with a professional and empathetic phone presence
Ability to multitask and prioritize in a fast-paced, high-call-volume environment
Strong organizational and time-management skills
Critical thinking and problem-solving abilities
Ability to work both independently and collaboratively within a team
High attention to detail and accuracy
Positive, upbeat, and compassionate attitude
Reliable, punctual, and dependable
Self-starter with initiative and sound decision-making skills

Nice To Haves

Call center or customer service experience preferred (1+ year ideal, but not required)
Healthcare, EMS, or medical terminology knowledge is a plus (training provided)

Responsibilities

Answer high-volume, multi-line phone systems and provide courteous, professional customer service
Receive calls from hospitals, healthcare facilities, patients, and partner dispatch centers requesting transport services
Triage transport requests by gathering detailed patient, clinical, and logistical information
Accurately log, update, and maintain patient and customer information in dispatch systems
Collaborate closely with Dispatchers on nearly every request to coordinate transport logistics and resource allocation
Proactively communicate updates, delays, and changes in transport status (including ETA updates) to customers
Confirm same-day and next-day scheduled transports, including appointment and pickup times
Conduct follow-up calls to customers and obtain required documentation for internal departments such as Billing
Address customer concerns in real time and coordinate with Dispatch to identify solutions or alternatives
Route calls to appropriate departments when necessary
Provide timely feedback to leadership regarding service issues, delays, or customer concerns
Participate in customer service improvement initiatives and contribute to process and policy enhancements
Develop and maintain knowledge of hospital and facility locations within service areas
Respond quickly, calmly, and effectively in urgent or high-pressure situations
Maintain strict confidentiality of patient information in compliance with HIPAA regulations
Support and uphold company mission, values, and quality standards