After-Hours Dispatcher - WI

Job Title

Location: On-site in Madison, WI

Position Contingent Upon Award of Contract

Summary: Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction.

Essential Functions:

• Answers phones for Medicaid-eligible requests for non-emergency discharges, ride requests and dispatch estimated time of arrivals.
• Places orders in the computer system.
• Provides information for providers, along with projected service times.
• Transfer calls to appropriate regional team members.
• Identifies, researches, and resolves issues using the computer system.
• Follows-up on customer inquiries not immediately resolved.
• Completes call logs and reports.
• Organize, plan and optimize daily trip route assignments in a cost-effective and efficient manner.
• Provides support to other company departments and offices regarding trip assignments.
• Ensures short and long-range planning is performed to identify trips that require eligibility verification.
• Answers telephones, handle calls, routes to appropriate individual or takes messages. Ensures customers, vendors and employees are handled in a professional and courteous manner.
• Follows company policies and procedures
• Performs other duties as assigned.

Required Skills and Abilities:

• Previous dispatch experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to analyze schedules and assign resources appropriately, efficiently and cost-effectively.
• Must possess good organizational skills, attention to detail, and ability to focus on assigned tasks.
• Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction.
• Excellent time management skills.
• Excellent negotiation skills.
• Computer literate with the ability to learn customer service software applications.
• Work requires a willingness to work a flexible schedule.

Qualification:

• High school diploma or equivalent.