Dispatcher

Vitas Healthcare Corporation; Pompano Beach (FL); On-site; USD 42,000 - 63,000; Full time

Job summary

VITAS Healthcare Corporation is seeking a Dispatcher to efficiently dispatch orders to Medical Service Technicians (MST) using logistics tools. The role emphasizes excellent customer service, dialing into routine and urgent deliveries, and clear follow-up on order issues.

You will collaborate with local service center teams, organize daily routes, and help manage equipment service needs across geographic areas.

Qualifications

• Possess strong customer service, phone and interpersonal skills.
• Direct daily routing functions.
• Experience with medical equipment preferred.
• Two to five years of related experience preferred.
• Must be computer proficient.
• Able to work in a fast-paced environment.
• Highly organized and able to multi-task.
• Able to communicate in English (Bilingual preferred).
• Familiarity with and ability to navigate VITAS Healthcare service areas.
• Ability to work unsupervised exercising discretion and independent judgment.

Responsibilities

• Dispatch orders to Medical Service Technicians (MST) using logistics software and tools.
• Monitor and optimize MST routes to ensure timely completion of ETAs and routine orders.
• Document and follow up on order exception communication.
• Maintain communication with local service center management teams.
• Coordinate, organize and schedule daily and on-call deliveries, pick-ups, and equipment service needs by geographic area and MST availability.
• Assist in troubleshooting Home Medical Equipment (HME) issues for patients and families.
• Support manager in resolving issues regarding staff shortages, routes, available equipment and ETAs.
• Communicate with MST during workday regarding address changes, ETAs, and other order issues.
• Monitor critical ETAs and MST productivity; communicate issues to HME/Operations Manager.
• Schedule routine cylinder refills; assist in processing delivery and pick-up orders.
• Minimize overtime through efficient MST routing and scheduling.
• Participate in required training; collaborate to minimize lost equipment.
• Perform other duties as requested by ACCEL Customer Service Manager.

Education

High school diploma or equivalent

Job description

The Dispatcher position is responsible for dispatching orders to Medical Service Technicians (MST) utilizing logistics software and tools. Must possess excellent customer service and telephone skills. Daily monitoring and optimizing MST routes to ensure timely completion of ETA’s and routine orders. Documenting and following up on order exception communication. Consistent communication-collaboration with local service center management teams. Coordinating, organizing and scheduling daily and on-call deliveries, pick-up, and equipment service needs according to geographic area and availability of MST.

Department Operation

• Assigns add-on orders to appropriate MST timely.
• Assists customer service in troubleshooting Home Medical Equipment (HME)issue for patients and families.
• Assists HME/Operations Manager in resolving issues regarding staff shortages, routes, available equipment and ETA’s.
• Responsible for ongoing communication with MST’s during their workday regarding address changes, ETA’s, and any other order issues that affect the MST’s route.
• Monitors and checks assigned orders containing critical ETA’s
• Monitors MST productivity throughout the day, and communicates performance issues to HME/Operations Manager.
• Schedules routine cylinder refills as assigned.
• Answers inbound calls timely and adheres to call script guidelines.
• Ensures internal and external customer satisfaction is obtained by answering questions, resolving and using proper telephone etiquette.
• Assist customer service in processing delivery and pick up orders as assigned.
• Assists in minimizing overtime through utilization of effective and efficient MST routing and scheduling.
• Participates in training as required for position.
• Collaborates with managers to minimize lost equipment.
• Schedules and organizes daily deliveries, pick-ups and equipment service needs for MST’s according to geographic area and availability of employees.
• Perform other job duties as requested by ACCEL Customer Service Manager.

Professional Development

• Attend and participate in related Company meetings and/or committees.
• Complete all required training for the position during the first year of employment.
• Maintain positive work relations with staff members and customers.

QUALIFICATIONS

• Possess strong customer service, phone and interpersonal skills.
• Direct daily routing functions.
• Experience with medical equipment preferred.
• Prefer two to five years of related experience.
• Must be computer proficient.
• Able to work in a fast-paced environment.
• Highly organized and ability to multi-task.
• Able to communicate in the English language. (Bilingual preferred)
• Familiarity with and ability to navigate throughout VITAS Healthcare service areas.
• Ability to work unsupervised exercising discretion and independent judgment.

COMPETENCIES

• Satisfactorily complete job related competencies.

EDUCATION

• High school diploma or equivalent.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V