Lead, Dispatch

Adapthealth-posted 9 months ago

Full-time • Mid Level

Sarasota, FL

Merchant Wholesalers, Durable Goods

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At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives - out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients' lives, please click to apply, we would love to hear from you. The Lead, Dispatch will be responsible for assisting leadership with oversight of the team, providing feedback, training, and guidance to ensure staff is following department protocol with processes. This individual will handle escalated phone calls from patients or insurance companies that cannot be effectively resolved by staff and will work closely with supervisors and leadership to develop process improvements. The dispatcher is responsible for routing all orders for regional branches deliveries and coordinating delivery schedules with the operations staff in each region to achieve timely delivery goals as established by leadership.

Mentors, guides and provides oversight assistance of the team.
Evaluates business operations and processes.
Identifies areas where technical solutions would improve business performance.
Consults across teams, providing mentorship and contributing specialized knowledge.
Demonstrates various techniques and documentation to streamline production process.
Identifies team member strengths and opportunities and reports findings up to supervisors.
Responds to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email.
Resolves team member escalations by working with multiple business partners while maintaining consistent communication.
Coaches others on how to navigate through systems to find information needed for patients and calls.
Assists with training new employees and addresses escalated customer questions and concerns.
Responsible for every ticket (delivery, pick-up, service) daily, creating sensible routes for each Medical Equipment Technician.
Develops and maintains working knowledge of current HME products and services offered by the company and all applicable governmental regulations.
Screens every ticket for mistakes and addresses these mistakes with Management.
Creates sensible routes for every delivery technician that meet customer expectations while operating within budget.
Makes outbound calls to customers and patient service technicians for scheduling and routing.
Partners with teams who enter tickets to deliver extraordinary customer care.
Verifies delivery/pick up details and communicates that information to patient service technicians and couriers.
Tracks all orders and confirms that orders are delivered daily or follows up and tracks for appropriate time frames.
Ensures confidentiality of patient care information/documentation.
Documents patient communication regarding deliveries achieving 98% compliance.
Becomes familiar with all personal safety and infection control practices and procedures.
Develops best practice processes and procedures for the position.

High School Diploma required; Associate degree preferred.
Three (3) years' work related in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry required.
Two (2) years HME claims experience is preferred.
Exact job experience in a Medicare certified HME, IV or HH environment that routinely bills insurance.
Valid and unrestricted driver's license in state of residence.

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