Call Center Dispatcher/Router, Medical - Lexington, KY

Job Description

Job Description

Medical Call Center Customer Service Dispatcher 1/Router

Lexington, KY (Midway, KY) on-site

As a Medical Call Center Customer Service Rep Dispatcher, you will be responsible for assigning work to technicians and coordinating schedule dates with our customers; scheduling like that of a truck driver scheduler, where you plan routes well in advance. The role we need to fill involves creating detailed routes up to two weeks in advance for veterans on our reports, ensuring efficient service delivery. This position is critical to our success and will require strong administrative and communication skills. Also important with this position, is the ability to execute day-to-day tasks that will allow for delivery of outstanding service to our clients while meeting realistic margin and revenue expectations.

• You will make initial contact to the new patients to confirm their address, phone number, and acquire an emergency/secondary backup contact number.
• You will contact the patients with emergency orders within 4 hours and schedules the home visit/delivery within 8 hours.
• You will answer calls and address them; accordingly, otherwise transfer them to the relevant department.
• You will provide patients (Veterans and other retail customers) and VA Officials with courteous customer service in person, over the phone, or via emailing in.
• You will provide timely resolution of customer complaints, concerns, and inquiries and record them in the complaint log.
• You will record adequate notes in the Customer Relationship Management platform of Salesforce. Please don’t forget to set reminder notifications in Salesforce to do the required follow ups.
• Schedule technicians directly and indirectly according to client specifications and requests
• Arrange for necessary repairs to restore service and comfort to clients
• Communicate and relay information from technicians in the field to clients in real-time
• Prepare and monitor daily work lists
• Create work orders through our software and monitor through to completion
• Take incoming calls from clients and technicians in the field documenting service repair completion details
• Monitor electronic mailboxes for new service calls, requests for updates, and system-generated messages
• Operate in multiple software applications both internal and client driven
• Build and maintain strong, long-lasting client relationships
• You will call the patients with completed service appointments of the assigned service territories of the previous day to conduct Patient Survey for Quality Assurance.
• Communicate with the Technicians/Drivers to resolve any scheduling or home delivery concerns.
• You should respond effectively to customers rejecting their orders, determining the reason, and offering possible alternatives.
• You will prepare reports and correspondence as instructed by the supervisor.
• You should process and provide adequate response to the daily emails to the main order intake, as well as the assigned work email.

Work Location:

• On-Site in Lexington, KY (Midway, KY), Reliably commute or planning to relocate before starting work (Required)

Schedule: 

• Monday to Friday 8a to 4:30p

Pay: 

• $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Position Requirements:

• 1 year of routing/dispatching experience with customer service (preferred)
• 1 year contact center or call center work experience (required)
• 1 year of advanced scheduling experience
• 1 year of heavy inbound/outbound phone and email inquiries that requires clear communication with both veterans and team members
• 1 year of work experience managing both proactive scheduling and communication
• 1 year working in a metrics-driven environment

• Technical Skills: Proficiency in scheduling and CRM software; familiarity with Salesforce is a plus.
• Professional etiquette with communication verbally and in writing
• Quick learner and willingness to be trained
• Ability to express empathy and integrity
• Results-driven mentality

• Ability to pass a background check

Shift:

• 8-hour shift

Work setting:

• In-person in Midway, KY
• Warehouse Office environment

Monday to Friday 8a-4:30p
40 hours per week