TCAH/ Lab Dispatcher

TridentCare•Carrollton, TX

11h•$15 - $16•Remote

About The Position

This remote Lab Dispatcher position requires candidates to reside within 50 miles of the office at 3424 Midcourt Road, Suite 112, Carrollton, Texas 75006. The shift is Monday through Friday, 1:00 p.m. to 9:30 p.m. Central Time. The Dispatcher assigns service orders to field service personnel within 15 minutes of entry and oversees cases through dispatch, pickup, processing, and completion. The role organizes and distributes cases based on coverage areas and available phlebotomists, prepares daily work assignments, and tracks or reroutes assignments throughout the shift. The Dispatcher works closely with phlebotomy management, logging, stat tracking, customer service, the call center, redraw, and courier teams to ensure cases are completed and facilities receive effective service. The role accommodates facility requests, prioritizes urgent orders, follows up on high-priority cases, and handles calls from facilities, phlebotomists, and field employees. It also requires documenting issues, troubleshooting problems, notifying the Dispatch Manager of difficult issues, adapting to changes, and contributing to teamwork and office coverage when attendance issues arise. The Dispatcher uses general computer and office skills, Microsoft Office, and communications devices and systems. Work-from-home requirements include a private, distraction-free workspace that meets safety checklist requirements, high-speed internet suitable for VoIP, and access to a PC for TridentCare’s Network Performance Test; Chromebooks are not suitable.

Requirements

High school graduate or GED.
Proficient to expert use of Microsoft Office software.
Ability to communicate clearly, listen, confirm received messages, and relay necessary information effectively.
Ability to focus on tasks in a busy call center environment.
Ability to use general computer and office tools and operations, including Nextel/Motorola/Blackberry operations and programming.
Must reside within 50 miles of the office location at 3424 Midcourt Road, Suite 112, Carrollton, Texas 75006.
Must have a private workspace free from external sounds and distractions and meet safety checklist requirements.
Must have high-speed internet suitable for VoIP communications; fiber or cable is recommended, while DSL and satellite are not recommended.
Must pass TridentCare’s Network Performance Test and have access to a PC capable of running the test; Chromebooks are not suitable.

Responsibilities

Dispatch service orders to field service personnel within 15 minutes of order entry.
Oversee that cases are properly dispatched, completed, picked up, and processed according to policies and procedures.
Review, organize, and distribute cases using knowledge of coverage areas and available on-duty phlebotomists.
Track dispatched assignments and follow up throughout the shift to ensure all work is completed, providing assistance when needed.
Prepare daily work assignments for multiple phlebotomists and communicate throughout the shift, tracking cases and rerouting when necessary.
Communicate and coordinate with Area/Regional Phlebotomy Management, Logging, Stat Tracking, Customer Service, the Call Center, the Redraw department, and Courier services to ensure case completion.
Accommodate facility requests, prioritize laboratory orders, expedite urgent cases, and conduct follow-up to support customer service.
Document shift issues in detail; troubleshoot or investigate situations and oversee immediate handling of unexpected problems.
Notify the Dispatch Manager immediately about issues that are difficult to control.
Identify self-improvement needs and adapt to proposed changes.
Perform other assigned duties and help address office attendance issues while maintaining a positive attitude and contributing to teamwork.
Assist with high-volume phone calls from facilities, phlebotomists, and field employees to support dispatch and allow others to complete their duties.