Lead, Dispatcher

Adapthealth • Houston, TX

94d

About The Position

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, Dispatcher is the subject matter expert and will be responsible for assisting leadership with oversight of the team. This individual will provide feedback, training, and guidance to ensure staff is following department protocol with processes. The Lead will handle escalated phone calls from patients or insurance companies that cannot be effectively resolved by staff. This individual will work closely with supervisor and Leadership to develop process improvements.

Requirements

• 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) HME claims experience is preferred.
• Valid and unrestricted driver's license in state of residence.

Nice To Haves

• Experience in a Medicare certified HME, IV or HH environment that routinely bills insurance.

Responsibilities

• Mentors, guides and provides oversight assistance of the team.
• Applies subject expertise in evaluating 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.
• Assumes responsibility for resolving team member escalations by working with multiple business partners while consistent communication is present with the member.
• Coaches others on how to navigate through systems to find information needed for patients and calls.
• Assists with training new employees and assists others with problems they encountered while interacting with members over the phone.
• Addresses escalated customer questions and concerns.
• Responsible for every ticket (delivery, pick-up, service) daily, creates sensible routes for each Medical Equipment Technician and ensures all stops were completed.
• Develops and maintains working knowledge of current HME products and services offered by the company and all applicable governmental regulations.
• Clears all routes daily with all delivery technicians to ensure all stops were completed.
• Addresses any non-printed orders to determine the status of the order.
• Screens every ticket for mistakes and addresses these mistakes with Management and/or the person responsible for creating the order.
• Creates sensible routes for every delivery technician that will meet certain window blocks and/or expectations from customers or referral sources, while operating within the budget.
• Addresses and develops the best process to handle incomplete orders.
• Communicates this message to all applicable parties.
• Makes outbound calls to customers and patient service technicians for scheduling and routing with a focus on extraordinary customer care.
• Partners with teams who enter tickets to deliver extraordinary customer care, communicates any issues, verifies delivery details, and creates solutions for issues.
• Verifies delivery/pick up details and communicates that information to patient service technicians and couriers.
• Achieves or shows progression toward positively impacting regional goals that could include productivity goals, decreasing cost per delivery, and decreasing mileage per route by routing in an efficient manner.
• Tracks all orders and confirms that orders are delivered daily or follows up and tracks for appropriate time frames including checking log line.
• Ensures confidentiality of patient care information/documentation.
• Documents patient communication regarding deliveries achieving 98% compliance or shows steady progression towards meeting.
• Becomes familiar with all personal safety and infection control practices and procedures.
• Accounts for all tickets, creates routes, clears routes, and ensures all stops were completed.
• Develops best practice process and procedures for the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED