Dispatcher

AdaptHealth•Aiea, HI

11d

About The Position

The Dispatcher routes delivery, pick-up, and service orders for regional branches and coordinates delivery schedules with operations staff to meet leadership’s timely-delivery goals. The role uses appropriate IT systems to document patient communications and supports staff productivity by assigning an appropriate number of deliveries to each staff member. The Dispatcher accounts for and tracks daily tickets, creates and clears routes for Medical Equipment Technicians, verifies delivery details, follows up on orders, and works with customers, technicians, couriers, management, and ticket-entry teams to resolve issues. The role is responsible for protecting confidential patient information, following personal safety and infection-control practices, and developing effective processes for routing, dispatching, staging, loading and unloading, emergencies, same-day orders, and delivery methods.

Requirements

High school diploma or equivalent.
At least one year of work-related experience in healthcare administrative, financial, or insurance customer service, claims, billing, call center, or management, regardless of industry.
A valid and unrestricted driver’s license in the state of residence.
Decision-making ability and analytical and problem-solving skills, with attention to detail.
Ability to adapt and remain flexible in a rapidly changing work environment.
Strong verbal and written communication skills.
Excellent customer service skills.
Proficiency with computers and knowledge of Microsoft Office.
Ability to prioritize and manage multiple tasks.
Ability to learn new technologies and the technical aptitude to understand data flow through systems and interactions between systems.

Nice To Haves

For senior-level classification: two years of work-related experience and one year of exact job experience. Exact job experience includes the listed tasks in a Medicare-certified HME, diabetic, pharmacy, or home medical supplies environment that routinely bills insurance.

Responsibilities

Route all daily delivery, pick-up, and service tickets for regional branches and create sensible routes for each delivery technician within customer time windows and budget expectations.
Coordinate delivery schedules with regional operations staff and assign an appropriate number of deliveries to each staff member.
Clear routes daily with delivery technicians, account for all tickets, and ensure all stops are completed.
Review non-printed orders and determine their status; screen tickets for errors and address them with management or the person responsible for creating the order.
Develop processes for incomplete orders and communicate the process to applicable parties.
Make outbound calls to customers and patient service technicians to coordinate scheduling and routing, with a focus on customer care.
Partner with ticket-entry teams to verify delivery details, communicate issues, and develop solutions.
Communicate verified delivery and pick-up details to patient service technicians and couriers.
Track orders and confirm daily delivery, or follow up within appropriate time frames, including checking the log line.
Document patient communications regarding deliveries and work toward 98% compliance or steady progress toward that goal.
Work toward regional goals such as improving productivity, reducing cost per delivery, and reducing mileage per route through efficient routing.
Maintain confidentiality of patient care information and documentation.
Maintain knowledge of current home medical equipment products and services and applicable governmental regulations.
Become familiar with personal safety and infection-control practices and procedures.
Develop best-practice processes and procedures for zoning, routing and rerouting, dispatching, staging, loading and unloading, emergencies, same-day orders, and modes of delivery.

Benefits

Comprehensive medical, dental, and vision coverage, eligible from the first of the month following hire.
401(k) with company match.
Paid time off plans, including six paid holidays.
Employee stock purchase plan.
Paid parental bonding leave.
Short- and long-term disability insurance.
Life and AD&D insurance.
Flexible spending accounts and health savings accounts.
CVS MinuteClinic and Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity theft protection and legal plan.
Competitive compensation and incentives.
Support, development, and advancement opportunities.