What are the responsibilities and job description for the EMS Dispatch Customer Service Representative position at Superior Ambulance Service?
Overview
The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed.
Job Summary
Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service.
Job Requirements
To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.
Responsibilities
The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed.
Job Summary
Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service.
Job Requirements
To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.
Responsibilities
- Answer each call w/ a full and proper greeting, screen and direct calls to the entire company
- Identify the need for emergency transportation
- Arrange transportation for facilities while determining level of care required for the patient’s needs
- Arrange specialty and critical care transportation
- Provide information and assistance for customer service inquires as needed
- Communicate with multiple departments and EMS personnel
- Provide supportive and accurate information to customers to better assist them in arranging appropriate transportation
- Develop effective solutions for customer service issues
- Direct calls to the flight desk when appropriate
- Report any necessary concerns or issues to the Supervisor on duty
- Ability to answer and handle multiple calls at one time
- Must have pleasant, professional phone manners
- Detail oriented
- Ability to excel in high-stress environment
- Adapt to frequently changing policies
- Ability to learn policies and procedures for facilities and recognizing when to apply them
- Other duties as assigned
- Ability to type 30 wpm or better
- EMD and CPR certification are required within 1 year of employment
- Medical background is a plus