Lead, Dispatch

AdaptHealth, LLC.; Tampa (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Lead Dispatcher to oversee a dedicated team in delivering home medical equipment services. This role is pivotal in ensuring that patients receive timely and efficient care, while also mentoring staff and improving operational processes. The ideal candidate will possess strong analytical and communication skills, along with a commitment to exceptional customer service. Join a passionate team that is making a significant impact on patients' lives by providing essential medical services in a supportive and dynamic work environment. If you thrive in a fast-paced setting and are eager to contribute to meaningful outcomes, this opportunity is perfect for you.

Qualifications

• 3+ years in healthcare admin, financial, or insurance customer services required.
• Experience in Medicare certified HME, IV or HH environment preferred.

Responsibilities

• Mentors and guides team members while ensuring adherence to protocols.
• Handles escalated calls and develops process improvements for service.
• Creates efficient delivery routes and tracks all orders for compliance.

Skills

Decision Making

Analytical Skills

Problem-Solving

Communication Skills

Customer Service

Computer Skills

Flexibility

Prioritization

Education

High School Diploma

Associate Degree

Tools

Microsoft Office

Job description

Description

AdaptHealth Opportunity – Apply Today!

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. We are actively recruiting in your area. If you are passionate about making a profound impact on the quality of patients’ lives, please click to apply, we would love to hear from you.

Lead, Dispatch

Leads are the subject matter expert and will be responsible for assisting leadership with oversight of the team. This individual will provide feedback, training, and guidance to ensure staff is following department protocol with processes. The Lead will handle escalated phone calls from patients or insurance companies that cannot be effectively resolved by staff. This individual will work closely with supervisor and Leadership to develop process improvements. Responsible for learning and understanding the entire front-end process to ensure successful service for our patients. Dispatcher is responsible for routing all orders for regional branches deliveries and coordinating delivery schedules with the operations staff in each region achieving timely delivery goals as established by leadership. Uses appropriate IT systems to document patient communication and achieves operations staff productivity by assigning appropriate number of deliveries per staff member.

Job Duties:

• Mentors, guides and provides oversight assistance to the team.
• Applies subject expertise in evaluating business operations and processes.
• Identifies areas where technical solutions would improve business performance.
• Consults across teams, provides mentorship, and contributes specialized knowledge.
• Demonstrates various techniques and documentation to streamline production processes.
• Identifies team member strengths and opportunities and reports findings up to supervisors.
• Responds to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email.
• Assumes responsibility for resolving team member escalations by working with multiple business partners while maintaining consistent communication.
• Coaches others on how to navigate through systems to find information needed for patients and calls.
• As a Subject Matter Expert, assists with training new employees and helps others with problems encountered while interacting with members over the phone; addresses escalated customer questions and concerns.
• Responsible for every ticket (delivery, pick-up, service) daily, creates sensible routes for each Medical Equipment Technician and ensures all stops are completed.
• Develops and maintains working knowledge of current HME products and services offered by the company and all applicable governmental regulations.
• Clears all routes daily with all delivery technicians to ensure all stops are completed.
• Addresses any non-printed orders to determine the status of the order.
• Screens every ticket for mistakes and addresses these mistakes with Management and/or the person responsible for creating the order.
• Creates sensible routes for every delivery technician that will meet certain window blocks and/or expectations from customers or referral sources, while operating within the budget.
• Addresses and develops the best process to handle incomplete orders and communicates this message to all applicable parties.
• Makes outbound calls to customers and patient service technicians for scheduling and routing with a focus on extraordinary customer care.
• Partners with teams who enter tickets to deliver extraordinary customer care, communicates any issues, verifies delivery details, and creates solutions for issues.
• Verifies delivery/pick up details and communicates that information to patient service technicians and couriers.
• Achieves or shows progression toward positively impacting regional goals that could include productivity goals, decreasing cost per delivery, and decreasing mileage per route by routing in an efficient manner.
• Tracks all orders and confirms that orders are delivered daily or follows up and tracks for appropriate time frames including checking log line.
• Ensures confidentiality of patient care information/documentation.
• Documents patient communication regarding deliveries achieving 98% compliance or shows steady progression towards meeting.
• Becomes familiar with all personal safety and infection control practices and procedures.
• Accounts for all tickets, creates routes, clears routes, and ensures all stops are completed.
• Develops best practice processes and procedures for the position. This includes but is not limited to categories such as zoning, routing/re-routing, dispatching, staging, loading/unloading, handling emergencies, same/day orders, modes of delivery, etc.

Competency, Skills and Abilities:

• Decision Making
• Analytical and problem-solving skills with attention to detail
• Ability to adapt and be flexible in a rapidly changing work environment
• Strong verbal and written communication
• Excellent customer service skills
• Proficient computer skills and knowledge of Microsoft Office
• Ability to prioritize and manage multiple tasks
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction

Requirements

Minimum Job Qualifications:

• High School Diploma required; Associate degree preferred.
• Three (3) years’ work related in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry required.
• Two (2) years HME claims experience is preferred.
• Exact job experience is considered any of the above tasks in a Medicare certified HME, IV or HH environment that routinely bills insurance.
• Valid and unrestricted driver’s license in state of residence.

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.