Customer Care Representative/Non-Emergent

Supervisory Responsibilities: None

Objective: The Customer Care Representative is responsible and accountable for receiving, recording, coordinating and dispatching all non-emergent transports for ambulances, wheelchair vans, and cabs.

Essential Duties:

• Know and support the Mission Statement, Policy/Procedures and standards of MMR.
• Obtain pre-authorization information for scheduled trips, when applicable.
• Verify appropriate resource availability for the daily transfer load.
• Provide appropriate and professional dispatching (via radio, Navigator, etc.) of MMR resources in a timely manner. This includes keeping track of all appropriate resources to ensure the correct unit is sent and arrives on time for scheduled transports.
• Behave in a collegial and customer service-oriented manner (via phone and radio) at all times.
• Develop and maintain excellent working relationships with facility callers.
• Proactively communicate scheduled transports to other dispatch personnel and area supervisors, when necessary.
• Provide quotes upon request for patient payment.
• Determine level of need (ALS/BLS, Carevan, Cab) for each request for service.
• Obtain an Advance Beneficiary Notice (ABN) as needed.
• Review Physician’s Certification Statement (PCS) for completion and compliance billing (medical necessity).
• Keep management and the appropriate field providers advised of any changes to the daily workflow.
• Perform other duties as assigned.

• Medical office experience and familiarity with insurance billing practices preferred
• EMS dispatch and field experience preferred
• Obtain Emergency Medical Dispatcher (EMD) certification within first 6 months of employment
• Excel in customer relations and demonstrate positive, professional behavior
• Ability to communicate effectively both verbally and in writing, in the English language
• Possess and maintain a valid Michigan driver license
• Ability to organize tasks and insure timely completion of all projects
• Advanced computer skills including the ability to utilize a computer PC with Windows operating system
• Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
• Proficiency with Microsoft Word and Excel
• Skilled in typing, data entry, electronic filing and document retrieval
• High School Diploma
• Must be at least 18 years old

Physical Factors: Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time.

Working Conditions: Most work is done in a typical office setting with daily exposure in all other department areas.