Dispatcher

VITAS Healthcare•Orlando, FL

About The Position

The Dispatcher is responsible for dispatching orders to Medical Service Technicians (MSTs) using logistics software and tools. The role coordinates and schedules deliveries, pickups, equipment services, and on-call needs according to geographic area and MST availability. It monitors and optimizes routes to support timely completion of ETAs and routine orders, tracks critical-ETA orders and MST productivity, and communicates with MSTs and local service center management about route changes, order issues, staffing, equipment availability, and performance concerns. The Dispatcher also supports customer service with HME-related troubleshooting and order processing, answers inbound calls, follows call-script guidelines, and works to maintain internal and external customer satisfaction. The position assists with minimizing overtime and lost equipment, schedules routine cylinder refills as assigned, completes required training, and participates in related company meetings or committees. Other duties may be requested by the ACCEL Customer Service Manager.

Requirements

Strong customer service, telephone, and interpersonal skills.
Ability to direct daily routing functions.
Computer proficiency.
Ability to work in a fast-paced environment.
Highly organized, with the ability to multitask.
Ability to communicate in English.
Familiarity with and ability to navigate throughout VITAS Healthcare service areas.
Ability to work unsupervised while exercising discretion and independent judgment.
Satisfactory completion of job-related competencies.
High school diploma or equivalent.

Nice To Haves

Experience with medical equipment preferred.
Two to five years of related experience preferred.
Bilingual skills preferred.

Responsibilities

Dispatch orders to Medical Service Technicians using logistics software and tools.
Monitor and optimize MST routes to support timely completion of ETAs and routine orders.
Document and follow up on order-exception communications.
Communicate and collaborate consistently with local service center management teams.
Coordinate and schedule daily and on-call deliveries, pickups, and equipment service needs according to geographic area and MST availability.
Assign add-on orders to the appropriate MST in a timely manner.
Assist customer service in troubleshooting HME issues for patients and families.
Assist the HME/Operations Manager in resolving issues involving staff shortages, routes, equipment availability, and ETAs.
Communicate with MSTs during their workday about address changes, ETAs, and other order issues affecting their routes.
Monitor and check assigned orders containing critical ETAs.
Monitor MST productivity and communicate performance issues to the HME/Operations Manager.
Schedule routine cylinder refills as assigned.
Answer inbound calls in a timely manner and follow call-script guidelines.
Answer questions and resolve issues using proper telephone etiquette to support internal and external customer satisfaction.
Assist customer service with processing delivery and pickup orders as assigned.
Help minimize overtime through effective and efficient MST routing and scheduling.
Participate in required position training and complete all required training during the first year of employment.
Collaborate with managers to minimize lost equipment.
Attend and participate in related company meetings and/or committees.
Maintain positive working relationships with staff members and customers.
Perform other job duties as requested by the ACCEL Customer Service Manager.