Dispatcher

Summary

• Responsible for deploying and monitoring the status of all on-duty units with the ability to multi-task while maintaining a high level of accuracy.
• Obtain required information from customers to schedule transport requests based on the availability of resources and dispatch crews accordingly.
• Handle requests from field crews and facilitate information flow between administrative staff and providers.
• Perform assigned clerical and billing functions.

Qualifications

• Previous experience in dispatch, customer service, high volume call environment, or EMS preferred
• Knowledge of medical terminology
• General knowledge of dispatch application systems and Microsoft Office
• Multitask with strong attention to detail with the capacity to troubleshoot and problem solve
• Excellent and professional customer service skills
• Strong written and verbal communication skills with the ability to handle challenging situations calmly and professionally

Duties and Responsibilities

• Protect the rights of patients to include access to care, patient dignity, confidentiality, and constant treatment.
• Professionally answer phone, effectively research and answer inquiries, and obtain required information to schedule transports.
• Interact with various public safety agencies, healthcare facilities, dispatch centers, insurance agencies, and managed care organizations.
• Input call data and update as necessary.
• Monitor location and movement of on duty units.
• Determine medical necessity for ambulance services.
• Determine proper levels of response and allocate resources to match dynamic system demands.
• Investigate and report response time exceptions and service delays.
• Follow deployment plan consistently and appropriately.
• Assist units with routing instructions to scenes when necessary; relay efficiently and accurately utilizing all map resources
• Obtain insurance information, prior authorizations, and any other required documentation needed for billing purposes.
• Sort, review, and prepare billing documentation (ePCS, manifest, face sheet, etc.).
• Adapt to changes in work environment with the ability to deal with frequent changes, delays, or unexpected events.
• Maintain a professional, calm, non-emotional, professional tone throughout Dispatch.
• Serve as a resource and liaison for healthcare facilities and other agencies needing services.
• Maintain knowledge of company policies, procedures, protocols, customer contacts, and agreements.
• Other duties as assigned.