Customer Service Rep

Customer Service Rep/ EMD-Trainee

Location: 5189 Commerce Rd., Flint, MI 48507

Compensation: $23.00 - $31.04

Benefits: Medical, Dental, Vision, Life, Disability, Retirement Plan, Paid Time Off

Join a Team That Values Integrity and Service

At Patriot Ambulance Service, we're not just responding to calls. We're reshaping what EMS means for Mid- and Southeast Michigan. As a fast-growing, veteran-owned company, we're driven by purpose, powered by compassion, and committed to excellence. We serve local communities with integrity, professionalism, and pride. Our management team wants you to enjoy both your time at work and at home. Family is a priority here at Patriot, and we value it as much as we value you. If this sounds like the opportunity you've been looking for, apply today!

POSITION SUMMARY

The Customer Service Representative (CSR) serves as the first point of contact for our partner medical facilities. This role processes transport requests, gathers essential patient information, and coordinates with dispatch to ensure timely and accurate communication requests for transportation.  In this role, the employee will function as a Customer Service Representative while undergoing additional certification training.  This position is a very critical link and is the first point of contact for our customers, the public, hospital personnel, health care facilities, and fellow employees. The CSR must exercise common sense, good general radio operations, proper telephone etiquette, and have the ability to concentrate and assimilate information from several sources at once.  Due to the high exposure to many different entities giving and requesting information, the CSR must oversee and maintain patient confidentiality while following all appropriate policies and procedures as required by the company and by federal and state laws, if applicable.

DUTIES & RESPONSIBILITIES

An individual must have the knowledge and capabilities to perform all require duties listed below either prior to or after training. Other related tasks may be assigned as necessary and appropriate.

1. Maintain response readiness for all calls.
2. Answer all telephone and radio calls in clear and understandable English and determine the nature and need of the request and perform the necessary action(s).
3. Collect required transport details including, but not limited to, patient condition, pickup location, destination, timing, priority level.
4. Enter transport request data into the company software accurately and quickly.
5. Provide professional, courteous service and maintain strong relationships with referring health care partners and the public.
6. Train toward certification and achieve certification within three (3) months of hire.
7. Collect and prioritize the information regarding patients and the type of response needed, relay information to field staff and any other required parties. Record all required times, mileages and pertinent information through the completion of the call.
8. Be able to control conversation on private calls to quickly and accurately ask all Case Entry Questions, ask Key Questions and fill out Case Entry/Key Question Form completely using approved card sets.  Give instructions when possible and appropriate.
9. Maintain strict confidentiality of the information obtained in the course of professional work unless required by law to divulge such information.
10. Must fill out all appropriate and required logs, forms, and reports accurately and completely.
11. Must enter all required data into the company software for each required response.
12. Possess ability to read a map book, wall map and/or folded map and accurately interpret directions to crews. Possess ability to look up required locations on computer map programs and interpret directions to crews if necessary.
13. Must have knowledge of how address systems work and how they differ between municipalities, such as villages, cities, and townships, and jurisdictions of each respective municipality.  Must understand the thousand block divisions, location, and identification of municipalities of our response area.
14. Must have knowledge of the resource materials, their contents and purpose, and how to use those resources appropriately provided in the course and expectations of maintaining job performance standards.
15. Required to wear complete approved uniform during shifts.
16. Required to work all shifts as assigned and attend all mandatory meetings.
17. Required to perform all duties in a courteous and professional manner.
18. Required to communicate with all members of health care and public safety agencies with courtesy and respect.
19. Required to adhere to and follow all FCC Rules and Regulations. 
20. Must have strong language skills.  Must have the ability to properly answer, evaluate, and process callers' requests.  
21. Must have the ability to read and interpret documents from many sources such as Handbooks, Procedural Manual, Operating Procedures, Safety Rules, Protocols and Card Set, and utilize the information appropriately.
22. Must be able to effectively communicate directions, medical conditions and information to crew members.
23. Must be able to speak effectively and in clear English, using proper grammar via radio or telephone with the caller.
24. Must possess basic mathematical skills and have the ability to add, subtract, multiply, and divide in all units of measurement using whole numbers, common fractions, and decimals.

JOB RESPONSIBILITIES RELATED TO PATIENT PRIVACY (HIPAA)

1. The employee is expected to protect the privacy of all patient information in accordance with the company's privacy policies, procedures, and practices, as required by federal (and state) law, and in accordance with general principles of professionalism as a health care provider.  Failure to comply with the company's policies and procedures on patient privacy may result in disciplinary action up to and including termination of employment or of membership or association with Patriot Ambulance Service.
2. The employee may access protected health information and other patient information only to the extent that is necessary to complete their job duties.  The employee may only share such information with those who have a need to know specific patient information necessary to complete their job responsibilities related to treatment, payment, or other company operations.
3. The employee is encouraged and expected to report, without the threat of retaliation, and concerns, incidents, or issues regarding the company's policies and procedures on patient privacy and any observed practices in violation of that policy to the designated Privacy Officer.
4. The employee is expected to actively participate in mandatory company privacy training and is required to communicate privacy policy information to coworkers, students, patients, and others in accordance with company policy.

QUALIFICATIONS

1. High School Diploma, Home School Equivalency, or General Education Diploma (GED).
2. Ability and willingness to obtain additional certifications within three (3) months of hire.
3. Must be dependable and reliable.
4. Must have basic map reading skills.
5. Background check must be clear of a felony conviction.
6. Must possess operational knowledge of computers and software applications.
7. Reliable, team-oriented, and willing to support operations as needed.
8. Must possess basic operational knowledge of computers and software applications.
9. Must possess the ability to objectively and effectively handle crisis events.
10. Excellent critical thinking, organizational, interpersonal relationship, math, and verbal and written communication skills.
11. Must be able to prioritize thinking clearly and quickly.
12. Must possess strong skills in conflict resolution and rational decision-making.
13. Basic Medical Terminology experience preferred.
14. Prior customer service or call center experience preferred.
15. Current employees must be in good standing.

Why Join Us?

Patriot Ambulance Service is committed to fostering a supportive and inclusive work environment. If you are passionate about contributing to a mission-driven company, we encourage you to apply. Please help us continue to deliver exemplary service to our communities and be a part of our success story!