Dispatcher

Verida Inc•Indianapolis, IN

44d

About The Position

Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction. This role involves managing transportation logistics, including scheduling, optimizing routes, and ensuring efficient service delivery for members. The dispatcher will also be responsible for maintaining accurate records, communicating with various stakeholders, and training new employees.

Requirements

Previous dispatch experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to analyze schedules and assign resources appropriately, efficiently and cost effectively.
Must possess good organizational skills, attention to detail, and ability to focus on assigned tasks.
Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction.
Excellent time management skills.
Excellent Negotiation skills.
Computer literate with the ability to learn customer service software applications.
Work requires willingness to work a flexible schedule.

Responsibilities

Answers phones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals.
Places orders in computer system.
Provides information for provider, along with projected service times.
Transfers calls to appropriate regional team members.
Identifies, researches, and resolves issues using the computer system.
Follows-up on customer inquiries not immediately resolved.
Completes call logs and reports.
Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner.
Provides support to other company departments and offices regarding trip assignment.
Ensures short and long range planning is performed to identify trips that require eligibility verification.
Answers telephones, handles calls, routes to appropriate individual or takes messages.
Ensures customers, vendors and employees are handled in a professional and courteous manner.
Follows company policies and procedures.
Performs other duties as assigned.
Assist members efficiently and in a timely manner by projecting a polite, courteous and professional attitude at all times.
Assist members with all transportation concerns.
Maintain an acceptable attendance and tardiness record.
Schedule standing orders and demand trips using the NET InSight® transportation management system.
Schedule subscription trips to providers according to the Provider Assignment roster.
Maintain professionalism when dealing with medical facilities.
Provide clinical staff, member providers, and members with the necessary paperwork to maintain clear communication.
Insurance verification for both dialysis and nursing home patients.
Retrieve messages from the call center for daily appointments.
Train new employees.
Check member files for accuracy in the system.
Process monthly recertification and attendance verification reports.
Assists callers efficiently and in a polite, courteous and professional manner at all times.
Conducts appropriate screening and eligibility functions.
Obtains correct information to schedule appropriate modes of transportation.
Maintains current knowledge of local operating transportation policies.
Accurately and effectively uses trip scheduling and dispatch software.
Maintains client, company and employee confidentiality.
Communicates with facilities and/or providers as necessary to assure efficient transportation services.
Coordination of urgent care and/or discharges with Trip Validation Specialist.
Keeps Supervisor informed concerning scheduling and/or service delivery problems.