Dispatcher

VITAS Healthcare•San Diego, CA

18d

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 daily and on-call deliveries, pickups, equipment service needs, and routine cylinder refills according to geographic area and MST availability. The Dispatcher monitors and optimizes routes, tracks critical ETAs and MST productivity, documents and follows up on order exceptions, and communicates throughout the day with MSTs and local service center management teams. The position also supports customer service by answering inbound calls, addressing questions, troubleshooting home medical equipment issues with patients and families, and assisting with delivery and pickup order processing. The Dispatcher works with the HME/Operations Manager on staffing, route, equipment, and ETA issues and helps minimize overtime and lost equipment. The role includes required training, participation in relevant company meetings or committees, and maintaining positive relationships with staff and customers.

Requirements

High school diploma or equivalent.
Strong customer service, telephone, and interpersonal skills.
Computer proficiency.
Ability to work in a fast-paced environment.
Strong organization and ability to multitask.
Ability to communicate in English.
Ability to work unsupervised while exercising discretion and independent judgment.
Satisfactorily complete job-related competencies.

Nice To Haves

Medical equipment experience 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.
Assign add-on orders to the appropriate MST in a timely manner.
Coordinate, organize, and schedule daily and on-call deliveries, pickups, and equipment service needs based on geographic area and MST availability.
Monitor and optimize MST routes to support timely completion of ETA-sensitive and routine orders.
Document and follow up on order exceptions and related communications.
Communicate with MSTs during the workday about address changes, ETAs, and other order issues affecting routes.
Monitor assigned orders with critical ETAs and 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.
Respond to customer questions and resolve issues using appropriate telephone etiquette.
Assist customer service in troubleshooting home medical equipment issues for patients and families and processing delivery and pickup orders.
Assist the HME/Operations Manager in resolving issues involving staff shortages, routes, available equipment, and ETAs.
Help minimize overtime through efficient MST routing and scheduling.
Collaborate with managers to minimize lost equipment.
Participate in required position training and relevant company meetings or committees.
Maintain positive working relationships with staff members and customers.
Perform other duties as requested by the ACCEL Customer Service Manager.