Medical Communications Transport Intake Specialist-EMT Certified

Under the supervision of the Medical Communications Center Leadership, the Transportation Intake Specialist (TIS) will serve as the first point of contact for all incoming calls related to interfacility transports, and Medicaid transport requests. The primary function of the Transportation Intake Specialist is to provide superior customer service, while inputting sensitive patient information provided by the caller into the TraumaSoft CAD System. The TIS will maintain performance consistent with established metrics provided during training. Equally important tasks will include intaking paperwork, making payment arrangements for customers, successfully documenting, and assigning pertinent transport/patient information (e.g., priority, level of care and proper level of crew required for transport.)

ROLE AND RESPONSIBILITIES

· Answer phones in an expeditious manner (goal time less than 10 seconds)

· Intake calls in an expeditious manner (goal time less than 2 minutes 45 seconds)

· Set up Wheelchair, Basic Life Support, Advanced Life Support, and Critical Care Transport requests from contracted and non-contracted vendors.

· Maintain compliance with HIPAA, state EMS regulations, and company policies.

· Maintain confidentiality and demonstrate professionalism in all communications.

· Monitor CMN/PCS and Fax email groups and enter information and attach paperwork to the appropriate transport

· Review patient paperwork, accurately update patient information in trip and attach paperwork to the trip to facilitate accurate and timely billing.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

· High School Diploma or GED equivalent

· Must be at least 18 years old or older at time of hire for insurance purposes

· Current NREMT certification-- Must obtain NREMT Certification by July 2026

· Customer service experience.

· Ability to view computer monitors and other technology screens for extended periods (more than 8 hours).

· Ability to sit and remain stationary for prolonged periods of time, standing as needed.

· Must be able to bend, reach, or move within assigned work location as job duties require.

· Occasionally lift or move up to 25 lbs.

· Ability to remain composed and multi-task in a busy, high-pressure environment.

· Ability to comprehend or learn department practices, rules, and regulations quickly.

· Ability to operate telephone and other specialized computer communication equipment.

· Ability to learn new software. 

· Ability to speak clearly, concisely, and respectfully.

· Ability to communicate effectively with a diverse population, including medical professionals.

· Ability to think and react quickly and effectively in tense situations.

· Ability to follow written and oral instructions.

· Ability to recall details from numerous informational resources. 

· Ability to prioritize decisions based upon multiple criteria and identifiable standards of policies and procedures.

· Ability to work rotating shifts, including nights, weekends, and holidays to support 24/7 operations. 

· Maintain a reliable attendance record and be punctual daily.

· Ability to pass a pre-employment drug test. 

· Ability to pass a pre-employment background check. 

· Ability to read, speak, and write English. 

· Proficient in general computer literacy. 

PREFERRED SKILLS 

· Excellent customer service 

· Knowledge of medical terminology 

· Ability to remain calm under pressure