Dispatcher

VITAS Healthcare•Hayward, CA

18d

About The Position

The Dispatcher dispatches orders to Medical Service Technicians (MSTs) using logistics software and tools. The role coordinates and schedules deliveries, pickups, equipment services, and on-call work based on geographic area and MST availability. It monitors and optimizes routes, ETAs, order exceptions, and MST productivity while maintaining communication with technicians, customers, customer service, and local service center management. The Dispatcher supports customer service with Home Medical Equipment (HME) issues and order processing, helps managers address staffing, routing, equipment, and ETA challenges, and contributes to minimizing overtime and lost equipment. The role also includes answering inbound calls, following call scripts, completing required training, and participating in related company meetings or committees.

Requirements

High school diploma or equivalent.
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.
Ability to work unsupervised while exercising discretion and independent judgment.
Satisfactory completion of job-related competencies.

Nice To Haves

Experience with medical equipment preferred.
Two to five years of related experience preferred.
Bilingual ability preferred.
Familiarity with and ability to navigate VITAS Healthcare service areas.

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, organize, 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 with troubleshooting HME issues for patients and families.
Assist the HME/Operations Manager in resolving issues involving staff shortages, routes, available equipment, and ETAs.
Communicate with MSTs during their workday about address changes, ETAs, and other order issues affecting their routes.
Monitor and check assigned orders with critical ETAs.
Monitor MST productivity and communicate performance issues to the HME/Operations Manager.
Schedule routine cylinder refills as assigned.
Answer inbound calls promptly 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.