NIGHTS Customer Experience Specialist

Customer Experience Specialist / Dispatcher – Louisville, KY

Type: Communications Dispatcher Center

FTE: Full Time

City: Louisville

State: KY

Shift(s) availability: 12-hr night shift; 5PM - 5AM on a California rotation

California 12s – alternating 2 days on / 2 days off / 3 days on one week, then 2 days on / 3 days off / 2 days on the next, averaging 42 hours per week with every other weekend off.

While this is a night shift position, the initial 2 weeks of training will take place during daytime hours to ensure comprehensive onboarding and support.

Job Qualifications: 

Minimum Qualifications:

• High school diploma or GED required.
• Minimum six (6) months experience in customer service or other direct customer contact work required
• Minimum six (6) months call center experience in a fast-paced work environment required
• Must have or be able to pass the EMD program within 1 – 3 months of hire and maintain certification during employment.
• Proficiency in Computer-Aided Dispatch (CAD) systems or a strong aptitude for learning relevant technology.
• Strong typing skills with data entry experience.
• Thorough understanding of emergency procedures, protocols, and guidelines.
• Proficiency in oral and written English communication with the ability to comprehend and follow verbal and written instructions.
• Exceptional organizational skills with the ability to multitask effectively in high-pressure situations.
• Strong active listening and interpersonal communication skills.
• Sound judgment, critical thinking, and decision-making abilities.
• Adaptability and flexibility to meet operational needs.

About AmeriPro Health:

At AmeriPro Health, people are at the heart of everything we do We provide a complement of services across the entire patient care continuum which delivers better patient outcomes, more efficient care, and unprecedented access to the right care, in the right place, at the right time.

• Critical Care
• Advanced Life Support
• Basic Life Support
• Medical transportation
• And much more

Compensation and Benefits:

Benefits for Full-time positions include:  

• Market leading pay rates
• Personal Time Off (graduated based upon years of service with AmeriPro)
• Expansive benefits package to include:

(Medical; Dental; Vision; short-term disability; Life, Accident and Cancer insurance policies)

• 401(k) retirement plan with a company match
• Tuition assistance
• Supportive leadership
• Professional development & opportunities for advancement
• Flexible scheduling options
• Employee assistance programs (EAP)

Job Description:

• Flexibility
• obtain and act on information quickly and accurately in emergency situations.
• Exercise good judgment in emergency situations.
• Prioritize calls according to urgency and importance
• Remain calm and effective under heavy workloads and in emergency situations.
• Provide field units with information about orders, traffic, obstacles and requirements
• Monitor the route and status of field units to coordinate and prioritize their schedule
• Translate information to the appropriate ambulance crew
• Operate a multi-line telephone console system
• Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
• Perform emergency medical dispatch and crisis intervention services
• Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
• Ask vital questions and provide pre-arrival instructions for emergency medical calls
• Receive emergency and non-emergency calls and record significant information
• Ask questions to interpret, analyze and anticipate the caller's situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
• Comprehend and make inferences from written materials such as operations manuals and dispatch manuals.
• Learn street locations, station locations, and geography of the areas served.
• Learn to operate communications equipment (multi-button telephones, base radios, and computer terminals).
• Learn Dispatch Department organization, policies, and operating procedures.
• Enter data into the Computer-Aided Dispatch System, provide notation of events, activities and other information
• Verify customer's insurance information.
• Must verify insurance information and eligibility
• Must input verified insurance information into system
• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment or shift.
• Work evenings, night, weekends, and holidays to maintain 24-hour coverage of the emergency dispatch system.

Job Qualifications: 

Minimum Qualifications:

• High school diploma or GED required.
• Minimum six (6) months experience in customer service or other direct customer contact work required
• Minimum six (6) months call center experience in a fast-paced work environment required
• Must have or be able to pass the EMD program within 1 – 3 months of hire and maintain certification during employment.
• Proficiency in Computer-Aided Dispatch (CAD) systems or a strong aptitude for learning relevant technology.
• Strong typing skills with data entry experience.
• Thorough understanding of emergency procedures, protocols, and guidelines.
• Proficiency in oral and written English communication with the ability to comprehend and follow verbal and written instructions.
• Exceptional organizational skills with the ability to multitask effectively in high-pressure situations.
• Strong active listening and interpersonal communication skills.
• Sound judgment, critical thinking, and decision-making abilities.
• Adaptability and flexibility to meet operational needs.

AmeriPro Health goes above and beyond for better patient and healthcare outcomes, more efficient care, and unprecedented access to the highest quality care. Join us today and make a difference as a Dispatcher at AmeriPro. Your dedication and expertise will be invaluable in our mission to provide exceptional care to those in need.

AmeriPro Health is an Equal Opportunity Employer.