Medical Transportation Coordinator

4 days ago

Tarlac City, Central Luzon, Philippines beBeeDispatcher Full time ₱7,200 - ₱7,800
Job Title

A Medical Dispatcher is needed to assist in scheduled non-emergency medical transportation services.

About the Role

This position requires strong organizational skills, effective communication, and the ability to troubleshoot real-time dispatching issues efficiently.

Responsibilities
  • Call Taking & Customer Service:
  • Answer incoming calls professionally and courteously using RingCentral VOIP or other 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 CTS TripMaster 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 the driver's support or safety coordinator.
  • Redirect client, driver, and healthcare provider inquiries about service policies, trip expectations, and company guidelines to the admin team.
  • Live Driver Monitoring & Compliance:
  • Track vehicle movement, ensuring adherence to schedules and trip assignments.
  • Identify potential delays, traffic issues, or safety concerns and promptly notify drivers and clients.
  • Report driver's compliance issues with company policies, traffic laws, and healthcare transportation regulations.
  • Conduct driver check-ins and ensure accurate reporting of trip statuses.
  • Redirect drivers who need assistance documenting incidents, accidents, or service-related issues for management review.
  • Data Entry & Documentation:
  • Maintain accurate and up-to-date trip records, client information, and driver logs.
  • Input trip details into CTS TripMaster and update any modifications in real-time (assigned and reassigned trip details).
  • Ensure that daily trip completion, cancellations, and service performance are recorded.
  • Ensure proper documentation of all calls, complaints, and service resolutions.
  • HIPAA Compliance & Confidentiality:
  • Handle sensitive patient information in compliance with HIPAA regulations and company confidentiality policies.
  • Ensure that all client details, medical appointment information, and personal health records remain secure.
  • Only share necessary trip details with drivers while protecting patient privacy.
  • Adhere to HIPAA guidelines when communicating with healthcare providers and clients regarding trip details.
  • Report any breaches of confidentiality or suspicious activity related to client information.
Requirements
  • Experience in NEMT dispatching or customer service (preferred).
  • Ability to learn our dispatch software or other NEMT dispatching platforms.
  • Familiarity with RingCentral 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 (EST) schedule.

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