EMS Dispatch Customer Service Representative
About The Position
The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed. Job Summary: Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service. Job Requirements: To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.
Requirements
- Ability to type 30 wpm or better
- EMD and CPR certification are required within 1 year of employment
Nice To Haves
- Medical background is a plus
Responsibilities
- Answer each call w/ a full and proper greeting, screen and direct calls to the entire company
- Identify the need for emergency transportation
- Arrange transportation for facilities while determining level of care required for the patient’s needs
- Arrange specialty and critical care transportation
- Provide information and assistance for customer service inquires as needed
- Communicate with multiple departments and EMS personnel
- Provide supportive and accurate information to customers to better assist them in arranging appropriate transportation
- Develop effective solutions for customer service issues
- Direct calls to the flight desk when appropriate
- Report any necessary concerns or issues to the Supervisor on duty
- Ability to answer and handle multiple calls at one time
- Must have pleasant, professional phone manners
- Detail oriented
- Ability to excel in high-stress environment
- Adapt to frequently changing policies
- Ability to learn policies and procedures for facilities and recognizing when to apply them
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
