Job Title
Location: On-site in Madison, WIPosition Contingent Upon Award of Contract
Summary:
Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.
Essential Functions:- Answers phones for Medicaid-eligible requests for non-emergency discharges, ride requests and dispatch estimated time of arrivals.
- Places orders in the computer system.
- Provides information for providers, along with projected service times.
- Transfer calls to appropriate regional team members.
- Identifies, researches, and resolves issues using the computer system.
- Follows-up on customer inquiries not immediately resolved.
- Completes call logs and reports.
- Organize, plan and optimize daily trip route assignments in a cost-effective and efficient manner.
- Provides support to other company departments and offices regarding trip assignments.
- Ensures short and long-range planning is performed to identify trips that require eligibility verification.
- Answers telephones, handle calls, routes to appropriate individual or takes messages. Ensures customers, vendors and employees are handled in a professional and courteous manner.
- Follows company policies and procedures
- Performs other duties as assigned.
Required Skills and Abilities:
Previous dispatch experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to analyze schedules and assign resources appropriately, efficiently and cost-effectively.
Must possess good organizational skills, attention to detail, and ability to focus on assigned tasks.
Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction.
Excellent time management skills.
Excellent negotiation skills.
Computer literate with the ability to learn customer service software applications.
Work requires a willingness to work a flexible schedule.
Qualification:
High school diploma or equivalent.
