Primary Purpose 

Responsible for evaluating and understanding all transport requests and deploying the appropriate resource. Dispatchers are responsible for answering inbound calls with a sense of urgency in a high-volume communication center. This person must demonstrate a superior quality of customer service in regard to all non-emergency calls completed on a daily basis. Accountable for viewing and editing trips, documenting detailed patient notes, incidents, and forwarding information to the appropriate parties. Dispatchers will assign the correct triggers, create alerts, ensure drivers are updating their time stamps, assist drivers with staying on task, as well as verify members versus case managers.  

Essential Duties and Responsibilities  

Following our summary of the essential functions for this job. Other duties may be assigned, both major and minor, which are not mentioned below. Specific duties may change from time to time. 

• Deliver timely and accurate customer service ensuring the highest level of satisfaction
• Maintain a calm and professional demeanor over the phone at all times
• Work closely with drivers to ensure location accuracy and being able to provide ETA’s on-demand
• Monitor and plan for will-calls to be activated, expedite waiting times, ensure drivers are on task
• View and edit trips, add trip notes, view driver notes, verify who the trip has been assigned to, all while understanding the call type, priority response, and transport response 
• Create routes based on pickup and drop off locations
• Ability to use utilize dispatch software to document patient files in detail, confirming will-calls, dispatch the closest driver, monitor trips in progress, and clear dispatch grid at end of shift
• May cross-train to assist with customer care and field operations