Job Description

The Dispatcher/ Call Taker is responsible for obtaining necessary information from agencies and customers requesting service, coordinating various types of services, schedules requests to meet resource availability, assisting with dispatching the appropriate personnel in response to service requests, processing requests by field crews, facilitating information flow between administrative staff and field personnel, and performing assigned clerical and billing functions.

Responsibilities

• Answer customer service calls for service
• Input and update emergency and non-emergency call data
• Act as a resource point for healthcare facilities and other agencies utilizing the services of NHT Ambulance
• Maintain excellent knowledge of company policies, procedures, and medical protocols.
• Demonstrate extensive knowledge of all Communication Center equipment, including telephones, radios, and computers and tracking mechanisms
• Interact with various healthcare facilities, dispatch centers, insurance agencies and managed care organizations
• Act as a customer liaison with agencies and other departments, participating in customer education and marketing
• Research and answer customer inquiries
• Obtain insurance or managed care authorizations
• Communicate and document service delays
• Actively work with customers and or ancillary providers to meet the customer service demands
• Determine medical necessity for ambulance services
• Maintain a calm atmosphere, non-emotional, professional tone throughout the Communication Center
• Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events
• Maintain knowledge of customer contracts and agreements
• Assist responding units with routing instructions to scenes when necessary; relay efficiently and accurately utilizing all map resources
• Attend scheduled meetings and training sessions
• Perform assigned clerical and billing functions
• Perform other duties as assigned
• Performs all duties with the utmost professionalism, reliability, and integrity

Qualifications:

Must be at least 18 years of age

• High school diploma or general education degree (GED)
• Working knowledge of medical terminology
• Proficient computer skills (i.e. Microsoft Word and Excel)
• Able to type at least 40 wpm
• Demonstrate knowledge of local geography
• Demonstrate knowledge of local county policies and protocols
• Must be willing to work weekends, various shifts, and holidays
• Bilingual in English and Spanish

Note:  This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s).  Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.  

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