Medical Operations Coordinator
23 hours ago
We are seeking a detail-oriented and customer-focused Dispatcher to assist in coordinated non-emergency medical transportation services. The Dispatcher will use software for dispatching and live driver monitoring while ensuring seamless communication between clients, drivers, and healthcare providers.
The ideal candidate will handle inbound and outbound calls professionally, assist customers and drivers with trip inquiries, address service inquiries, reroute trips to another available driver if the original driver cannot perform the trip, and ensure compliance with HIPAA policies. This position requires strong organizational skills, effective communication, and the ability to troubleshoot real-time dispatching issues efficiently.
Key Responsibilities:
- Call Taking & Customer Service:
- Answer incoming calls professionally and courteously using designated communication platforms
- Assist clients and drivers with trip inquiries, modifying or canceling trips based on clients' medical appointments and transportation needs
- Monitor driver locations and adjust routes in real-time to address delays, no-shows, or last-minute trip changes.
- Communicate live updates to drivers, ensuring smooth pick-ups and drop-offs.
- Verify client eligibility for services and ensure accurate data entry into software.
- Provide clients with trip confirmations, estimated pick-up times, and driver details.
- Address client concerns, complaints, and special requests while maintaining professionalism and empathy.
- Maintain a calm and professional demeanor when handling difficult or frustrated clients.
- Redirect drivers with navigation, trip-related inquiries, or unforeseen issues to support or safety coordinators.
- Redirect client, driver, and healthcare provider inquiries about service policies, trip expectations, and company guidelines to administrative teams.
- Experience in NEMT dispatching or customer service (preferred).
- Ability to learn our dispatch software or other NEMT dispatching platforms.
- Familiarity with VOIP or similar call center communication systems.
- Strong customer service skills, including conflict resolution and patience.
- Ability to multi-task in a fast-paced, high-call-volume environment.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and critical-thinking skills.
- Knowledge of HIPAA policies and confidentiality best practices.
- Reliable internet connection and ability to work remotely in a U.S. Eastern Time Zone schedule.
This is an excellent opportunity to work in a dynamic and growth-oriented organization. Our team is passionate about delivering exceptional service and supporting our employees in their careers.
Others:Our organization is committed to providing a safe and inclusive work environment that fosters collaboration, creativity, and continuous learning.
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