Patient Care Representative

Richmond County Ambulance Service • Staten Island, NY

1d

About The Position

Under the 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 is expected to provide each caller with a high level of customer service. The role requires evaluating and prioritizing calls, obtaining complete information, and documenting transactions electronically while communicating effectively and professionally. The Call Receiver must maintain familiarity with Company service areas, medical facilities, and applicable policies and procedures for coordinating patient referrals and transport.

Requirements

• Demonstrated background in successful customer service experience.
• High school diploma or equivalent.
• Ability to accurately take incoming requests while simultaneously documenting information electronically.
• Ability to type at least 40 words per minute.
• Ability to sit for extended periods and wear a telephone headset.
• 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 hear and communicate clearly in English in person and over the telephone.
• Adequate vision to read printed materials and computer screens.
• Ability to perform frequent repetitive hand movements, and to stand, walk, reach, and grasp.

Nice To Haves

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

Responsibilities

• Answer, evaluate, and prioritize incoming telephone calls and determine caller needs by obtaining complete information.
• Direct callers to the most appropriate resource.
• Provide exceptional customer service to internal and external customers while maintaining a calm, professional demeanor.
• Control calls professionally and courteously, including during difficult interactions, and direct the flow of conversation.
• Maintain familiarity with Company service areas, medical facilities, and policies and procedures related to patient referral and transport coordination.
• Communicate clearly and professionally, verbally and in writing.
• Operate a computer terminal, Microsoft Office Suite, and a multiline computerized phone system.
• Simultaneously document phone transactions using a computer-aided dispatch (CAD) program.
• Take direction and work independently as well as collaboratively.
• Perform duties efficiently and consistently across assigned shifts and rotate shifts as operational needs require.

What This Job Offers

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