Lab Dispatcher

TridentCare•Minerva Park, OH

7d•$15 - $16•Remote

About The Position

This is a remote role that requires the candidate to reside within 50 miles of the Columbus, OH Office at 2550 Corporate Exchange Drive, 43231. There are two shift options available: Sunday - Thursday 5:00am - 1:30pm EST or Tuesday - Saturday 1:00pm - 9:30pm EST. The Lab Dispatcher is responsible for dispatches all orders for services to field service personnel within fifteen (15) minutes of order entry. This role involves operating and utilizing tools required to complete assigned duties, controlling and overseeing case dispatch and completion according to policies, reviewing and organizing cases, conducting tracking and follow-up of assignments, preparing daily work assignments for Phlebotomists, communicating with various departments, accommodating special requests, expediting urgent cases, maintaining a positive attitude, providing detailed written documentation, conducting investigations or troubleshooting, and notifying the Dispatch Manager of any difficult issues immediately. The role also involves identifying self-improvement needs, adapting to changes, performing other duties as assigned, assisting with attendance issues, maintaining a positive attitude during crisis, engaging in daily teamwork, and handling high-volume phone calls.

Requirements

High School Graduate or GED.
Proficient to expert use of Microsoft Office software.
Ability to communicate clearly, both in listening and confirming the message received, and in relaying clearly all necessary information to ensure effective response.
Ability to focus on the task at-hand in a busy, call center environment.
Must have private workspace, free from external sounds and distractions. Must meet safety checklist requirements.
Must have high speed internet connection to support VoIP communications. Fiber or Cable is recommended. DSL and Satellite connections are not recommended.
Must successfully pass TridentCare's Network Performance Test. Must have access to a PC that can run this test. (Not Chromebook).

Nice To Haves

Nextel/Motorola/Blackberry operations and programming

Responsibilities

Dispatches all orders for services to field service personnel within fifteen (15) minutes of order entry.
Operates and utilizes tools required to complete duties assigned: general computer use and operations, Nextel/Motorola/Blackberry operations and programming, general office skills necessary to complete assigned tasks, properly.
Controls and oversees that cases are properly dispatched and completed, picked up and processed, according to all policies and procedures given.
Reviews, organizes, and distributes all cases using common knowledge of coverage areas, properly utilizing the available on-duty scheduled Phlebotomists.
Conducts full tracking skills and case follow-up of all assignments dispatched throughout the entire shift, on a daily basis. Must control full completion of all work assignments that are given, also providing assistance to assure completion, where needed, to provide excellent service to our facilities.
Completes preparation of multiple Phlebotomist’s daily work assignments (printout), and continues communication throughout the shift, tracking and possible re-routing, if necessary.
Works cooperatively and fully communicates verbally with Area/ Regional Phlebotomy Management, Logging area, Stat Tracking, Customer Service, Call Center, Redraw department and Courier services, to ensure case completion, throughout entire shift.
Accommodates various facility special requests, honors high priority facility laboratory orders, expedites urgent cases conducting constant follow up, and maintains a positive attitude to connecting parties to insure excellent customer service is being provided.
Provides detailed written documentation of issues that occur, throughout the shift. May conduct mild investigations of situations, or conduct trouble shooting, or oversee an immediate handling of an unexpected problem. Must do whatever it takes to provide productive and efficient lab services to satisfy our customers and facilities.
Notifies Dispatch Manager of any issues that are difficult to control, immediately.
Identifies and pursues self-improvement needs, adapts to changes when proposed.
Performs other duties as assigned, helps out when attendance issues arise within the office, maintains positive attitude during crisis and engages in daily teamwork with minimal encouragement. Responsible for help in decreasing high levels of stress.
Provides full assistance of high-volume important phone calls, from our facilities, phlebotomists, in house calls requesting dispatch assistance, employees out-in-the-field allowing others to complete their tasks and handle their required duties, as well.