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 computer system.
- Provides information for provider, along with projected service times.
- Transfers calls to appropriate regional team members.
- Identifies, researches, and resolves issues using the computer system.
- Follows-up on customer inquires not immediately resolved.
- Completes call logs and reports.
- Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner.
- Provides support to other company departments and offices regarding trip assignment.
- Ensures short and long range planning is performed to identify trips that require eligibility verification.
- Answers telephones, handles 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.
- Assist members efficiently and in a timely manner by projecting a polite, courteous and professional attitude at all times.
- Assist members with all transportation concerns.
- Maintain an acceptable attendance and tardiness record.
- Schedule standing orders and demand trips using the NET InSight transportation management system.
- Schedule subscription trips to providers according to the Provider Assignment roster
- Maintain professionalism when dealing with medical facilities.
- Provide clinical staff, member providers, and members with the necessary paperwork to maintain clear communication.
- Insurance verification for both dialysis and nursing home patients.
- Retrieve messages from the call center for daily appointments.
- Train new employees.
- Check member files for accuracy in the system.
- Process monthly recertification and attendance verification reports.
- Assists callers efficiently and in a polite, courteous and professional manner at all times.
- Conducts appropriate screening and eligibility functions.
- Obtains correct information to schedule appropriate modes of transportation.
- Maintains current knowledge of local operating transportation policies.
- Accurately and effectively uses trip scheduling and dispatch software.
- Maintains client, company and employee confidentiality.
- Communicates with facilities and/or providers as necessary to assure efficient transportation services.
- Coordination of urgent care and/or discharges with Trip Validation Specialist
- Keeps Supervisor informed concerning scheduling and/or service delivery problems.
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 willingness to work a flexible schedule.
QUALIFICATION
- High school diploma or equivalent.