• EMS Dispatch Customer Service Representative

    Superior Ambulance Service (Southfield, MI)


    Overview

     

    The Customer Service representative is responsible for answering and entering requests for emergency and non-emergency transportation. The role is critical in prioritizing and processing calls quickly and efficiently while delivering exceptional customer service. Superior Ambulance is a 24/7 operation which requires flexibility in your schedule as you may be required to work: days, nights, weekends, holidays, national disasters or emergencies, and overtime as needed.

    Job Summary:

    Assisting customers in arranging transportation via phone, electronic, faxed, or email requests, for emergent and non-emergent ambulance transport, critical care transport, and transportation for wheelchair bound patients while providing the highest level of Customer Service.

    Job Requirements:

    To perform this job successfully you are required to pay strong attention to detail; must be able to perform each essential duty satisfactorily. The following requirements are representative of knowledge, skill and/or ability required.

    Responsibilities

    + Answer each call w/ a full and proper greeting, screen and direct calls to the entire company

    + Identify the need for emergency transportation

    + Arrange transportation for facilities while determining level of care required for the patient’s needs

    + Arrange specialty and critical care transportation

    + Provide information and assistance for customer service inquires as needed

    + Communicate with multiple departments and EMS personnel

    + Provide supportive and accurate information to customers to better assist them in arranging appropriate transportation

    + Develop effective solutions for customer service issues

    + Direct calls to the flight desk when appropriate

    + Report any necessary concerns or issues to the Supervisor on duty

    + Ability to answer and handle multiple calls at one time

    + Must have pleasant, professional phone manners

    + Detail oriented

    + Ability to excel in high-stress environment

    + Adapt to frequently changing policies

    + Ability to learn policies and procedures for facilities and recognizing when to apply them

    + Other duties as assigned

    Qualifications

    + Ability to type 30 wpm or better

    + EMD and CPR certification are required within 1 year of employment

    + Medical background is a plus

     

    Superior Air-Ground Ambulance Service, Inc. is committed to attracting and retaining the best talent. We are an Affirmative Action/Equal Opportunity Employer. Qualified applicants of all backgrounds are encouraged to apply. M/F/V/D