Dispatcher

Vitas Healthcare Corporation; San Diego (CA); In loco; USD 30.000 - 39.000; Tempo pieno

Descrizione del lavoro

VITAS Healthcare Corporation is seeking a Dispatcher to efficiently assign orders to Medical Service Technicians (MST) and optimize MST routes using logistics software. The role emphasizes excellent customer service and clear communication with service centers and patients.

You will monitor ETAs, assist in troubleshooting HME issues, and coordinate daily deliveries, pick-ups and equipment service with attention to geographic area and MST availability.

Competenze

• Strong customer service, phone and interpersonal skills.
• Direct daily routing functions.
• Experience with medical equipment preferred.
• Two to five years of related experience.
• 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 VITAS Healthcare service areas.
• Ability to work unsupervised exercising discretion and independent judgment.

Mansioni

• Dispatch orders to Medical Service Technicians (MST) using logistics software.
• Monitor and optimize MST routes to ensure timely ETAs and routine orders.
• Document and follow up on order exception communications.
• Coordinate with local service center management teams.
• Schedule daily deliveries, pickups and equipment service by geographic area.
• Assist customer service in troubleshooting Home Medical Equipment (HME) issues.
• Inform MSTs of address changes, ETAs, and other route issues.
• Minimize overtime through efficient routing and scheduling.
• Handle inbound calls per script and ensure customer satisfaction.

Conoscenze

Customer service

Phone skills

Interpersonal skills

Routing functions

Computer proficiency

English communication

Bilingual (preferred)

Organization

Discretion/judgment

Formazione

High school diploma

Descrizione del lavoro

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