DISPATCHER/SCHEDULER

DUTIES 

The dispatcher provides necessary service to the driver, medical facilities and patients.  The dispatcher acts as an important liaison between the patients, medical facilities, company’s drivers and company staff.  The dispatcher plans and schedules the driver’s routes and often answers the phone when a client calls in for services.     Dispatchers stay in frequent contact with the drivers to ensure that service is delivered on time.  The dispatcher must treat callers with the highest level of customer service representing the company’s commitment and values.

RESPONSIBILITIES

1. Identifies client’s concerns or determines their locations, the nature of their transportation needs

1. Receives incoming telephone calls regarding non-emergency medical transportation service.

1. Determines response requirements and relative priorities of situations, and dispatches units in accordance with established procedures.

1. Communicates professional and respectfully with other departments to facilitate efficient daily task and operations.

1. Assigns and confirms all drivers routing schedules correct in the zoned areas.

1. Communicate any delays to patients and care facilities.

1. Keep track of any/all overtime accurately with detail/

1. Ensures that ALL drivers in an 8-hour day take a 30-minute meal break.  Missed meal breaks are unacceptable and are reported to the Administrator.

1. Record details of calls, dispatches, and messages in dispatch log.

1. Relay daily operations information along with messages to driver’s in the field requiring notification.

1. Keeps apprised of the status, scheduling and availability of units and employees to determine Company units available for dispatch.

1. Contact industry care facilities when units are available to maximize service

1. Utilizes maps, GPS, and other applicable computer technology to promote the dispatch and call response process.

1. Maintain files and paperwork of information relating to dispatch and non-emergency calls.

1. The dispatcher must frequently make decisions that impact workers, workflow, and company results.  

1. Prepare and complete reports as needed.

1. Dispatchers are to complete a SHO (shift hand off) at the end of each shift to ensure accuracy.

1. Most dispatchers must be prepared for field service on a moment’s notice when on duty. 

EQUIPMENT OPERATION

Utilization of calculator, multi-line telephone, copy machine, computer, printer.

COMPANY INFORMATION

Has access to all patient medical records which may be discussed with, the Administrator, the Executive Director, and the Quality Assurance department staff and government agencies.

QUALIFICATIONS

1. Proven experience as dispatcher or relevant position

1. HS Diploma/GED

1. Knowledge with current computer application, fast typing with experience in data entry

1. Good written and verbal communication skills

1. Proficient in English (oral and written)

1. Initial and random drug and alcohol screening

1. Must have a federal criminal background check.