Patient Care Representative

Richmond County Ambulance Service • New York, NY

2d • $20 - $21

About The Position

Under general supervision of the Director of Communications, the Call Receiver answers and triages undirected calls coming into the Communication Center and directs callers to the most appropriate resource. As the “face of the company,” this person provides the highest possible level of customer service. The role requires evaluating and prioritizing calls, gathering complete information, documenting transactions electronically, and coordinating patient referrals and transport in accordance with company and customer policies and procedures.

Requirements

• Demonstrated successful customer service experience.
• High school diploma or equivalent.
• Ability to accurately take incoming requests while simultaneously documenting information electronically.
• Ability to sit for extended periods and wear a telephone headset.
• Ability to type at least 40 words per minute.
• Ability to pass a background investigation and pre-employment medical examination, including drug and alcohol screening.
• Availability to work all shifts, including day, swing, and night shifts, weekends, holidays, and mandatory overtime as needed; ability to perform efficiently and consistently during shifts.
• Ability to rotate shift assignments as needed or required by operational needs.
• Ability to hear and communicate clearly in English, in person and over the telephone.
• Adequate vision to read printed materials and computer screens.

Nice To Haves

• At least one year of multi-line telephone experience.
• Previous work experience as a Communications Technician or EMS dispatcher.

Responsibilities

• Provide exceptional customer service to internal and external customers and maintain a calm, professional demeanor.
• Answer, evaluate, and prioritize incoming telephone calls; communicate effectively with callers to obtain complete information and determine their needs.
• Communicate clearly and professionally, verbally and in writing.
• Develop familiarity with company service areas, medical facilities, and applicable policies and procedures for coordinating patient referrals and transport.
• Professionally control calls during difficult interactions and direct the flow of conversations.
• Take direction, work independently, and work as part of a group.
• Operate a computer terminal, Microsoft Office Suite, and a multi-line computerized phone system.
• Document phone transactions simultaneously using a computer-aided dispatch (CAD) program.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED