DHS Dispatcher

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

• Assist consumers and clients efficiently and promptly by maintaining a polite, courteous, and professional attitude always.
• Adhere to HIPAA guidelines concerning consumer and client confidentiality.
• Schedule standing orders and demand trips using the E-Trip transportation management system.
• Process monthly recertification and attendance verification reports.
• Learn and receive training on the proper use of E-Trips.
• Schedule subscription trips to providers according to the Provider Assignment roster.
• Maintain professionalism when interacting with facilities.
• Provide facilities staff, consumers, and clients with necessary paperwork to ensure clear communication.
• Check consumer files for accuracy in E-Trips and notify the client of any updates.
• Identify, research, and resolve issues using the computer system.
• Follow up on customer inquiries not immediately resolved.
• Complete all dispatch logs and reports.
• Organize, plan, and optimize daily trip route assignments in a cost-effective and efficient manner.
• Provide support to other company departments and offices regarding trip assignments.
• Follow company policies and procedures.
• Perform other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• 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 the ability to focus on assigned tasks.
• Must be able to work collaboratively with internal departments and external facilities or providers to determine best practices for ongoing quality satisfaction.
• Excellent time management skills.
• Excellent negotiation skills.
• Computer literacy with the ability to learn customer service software applications.
• Work requires a willingness to work a flexible schedule.

QUALIFICATION

• High school diploma or equivalent.
• 3 years combined dispatch and call center experience.