Customer Ambassador

SUMMARY DESCRIPTION:

The Customer Ambassador acts as a liaison with the area hospital for which he/she is assigned and as a customer contact for patients and family members regarding non-emergency ambulance, wheelchair, and alternative transportation services. He/she is responsible for receiving/scheduling requests for non-emergency ambulance, wheelchair, and/or alternative transportation from the assigned hospital, to include the establishment of effective communications with the person requesting transportation and eliciting information necessary for dispatching the most appropriate EMS response.
The Customer Ambassador will also be responsible for verifying that the patient meets medical necessity requirements for nonemergency ambulance transport as well as obtaining the necessary information to insure successful collection of transportation fees. The primary goal of this position is to facilitate better communications between the assigned hospital and Guardian Ambulance Service and to ensure that requests for service are scheduled appropriately, ensure timely customer service and appropriate system status management.

DESCRIPTION OF DUTIES:
➢ Acts as a Liaison between Guardian Ambulance Service and the assigned hospital.
➢ Acts as a customer contact for patients and family members requesting non-emergency ambulance and alternative transportation services.
➢ Assists with handling customer service Issues regarding the assigned hospital.
➢ Assists with completing customer satisfaction surveys regarding services provided by Guardian Ambulance Service for the designated facility.
➢ Follows up with patients transported to the assigned facility to ensure that services provided were appropriate and in accordance with Guardian Ambulance Service Standards.
➢ Must be able to function at the level of an SSC in a call taking capacity.
➢ Handles phone communications in a prompt, accurate, courteous and professional manner.
➢ Responsible for coordinating the scheduling of nonemergency transports to insure the most efficient utilization of system resources.
➢ Absolute knowledge of the EMS services available in the area, their capabilities, limitation, locations and accessibility.
➢ Allocates EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols.
➢ Responsible and accountable for completeness and accuracy of paperwork related to his/her assignment.
➢ Responsible for accurate and complete data entry for the shift. Responsible for generating applicable reports and checking for accuracy.
➢ Assists field personnel in completing appropriate paperwork to include, Guardian Billing Form, Ambulance Certification Form, and Medicaid 216 Form.
➢ Maintains a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
➢ Responsible for assisting the SSC in monitoring response times to nonemergency ambulance calls with a goal of maintaining the highest possible on time reliability.
➢ Responsible and accountable for updating management and operations personnel on any changes effecting the company.
➢ Assists in development and implementation of call-taking procedures and systems, especially those pertaining to medical necessity and the assigned facility.
➢ Notifies the appropriate members in the chain of command for any extraordinary situations involving the assigned facility.
➢ Provides input for the development and implementation of the Ambulance Placement Strategy as it pertains to nonemergency call load.
➢ Follows established parameters/formats in receiving requests for service.
➢ Responsible for knowledge and use of control center relating to his or her position, including but not limited to the CAD system, personal computers, printers, recording devices, telephones and fax machines.
➢ Other duties as assigned by the Patient Billing Services Manager and/or Chief Officers.

PHYSICAL STRENGTH REQUIRED:
1. Must be able to sit, stand, and/or walk for extended periods.
2. Ability to use a variety of Office Equipment.
3. Ability to lift a minimum of 10 lbs.
 

ENVIRONMENTAL CONDITIONS: Office Environment

KNOWLEDGE, SKILLS AND ABILITIES:
1. Knowledge in reading and writing English.
2. Ability to communicate clearly on the telephone and have excellent verbal communications skills.
3. Ability to function effectively in stressful situations.
4. Ability to maintain a Professional & Courteous Demeanor.
5. Ability to maintain a Professional /Business Appearance.
6. Working knowledge of Guardian policies and procedures.
7. Thorough knowledge of EMS and other public safety resources available in the area.
8. Must possess excellent organizational skills.
9. Ability to record, transmit, and report information accurately.
10. Ability to establish priorities.
11. Must possess good typing skills.
12. Ability to understand basic computer applications in the windows operating environment.
13. Must possess excellent customer service skills.
14. Following training, ability to adequately implement concepts of EMD and Guardian customer service concepts.

SPECIAL REQUIREMENTS:
1. Must possess a current South Carolina State driver’s License.
2. Excellent Organizational & Customer Service Skills Required.
3. Demonstrated ability to maintain a Professional & Courteous Demeanor.
4. Demonstrated ability to maintain a Professional Appearance.
5. Demonstrated ability to interact with other healthcare providers in a friendly and professional manner.
6. Ability to stand and walk for long periods.
7. Current Basic Cardiac Life Support Certification (BCLS)
8. Full time employees must be available for recall in times of crisis.

JOB RESPONSIBILITIES RELATED TO PATIENT PRIVACY:
• The incumbent is expected to protect the privacy of all patient information in accordance with the Company’s privacy policies, procedures, practices, as required by federal and South Carolina 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 association with Guardian Ambulance Service.
• The incumbent may access protected health information and other patient information only to the extent that is necessary to complete assigned job duties. The incumbent may only share such information with those who have a need to know specific patient information you have in your possession to complete their job responsibilities related to treatment, payment or other company operations.
• The incumbent is encouraged and expected to report, without the threat of retaliation, any concerns regarding the Company’s policies and procedures on patient privacy and any observed practices in violation of that policy to the Chief Compliance & Professional Standards Officer.
• The incumbent is expected to actively participate in Company privacy training and is required to communicate privacy policy information to coworkers, students, patients and others in accordance with Company policy.

EQUAL EMPLOYMENT OPPORTUNITY
Guardian Ambulance Service is an Equal Opportunity Employer and welcomes applications from all qualified applicants. Guardian Ambulance Service does not discriminate on the basis of race, religion, sex, national origin, age, marital status, sexual orientation, medical condition or disability. Guardian Ambulance Service will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

DRUG/ALCOHOL FREE WORK ENVIRONMENT:
Guardian Ambulance Service maintains a Drug and Alcohol -Free Work Environment. In accordance with Guardian Ambulance Service Policies & Procedures, employees are subject to Drug/Alcohol Screening as a condition of employment.

DISCLAIMER:
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees, assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.