Lead, Dispatcher

AdaptHealth, LLC; Hutto, Northern (TX, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

AdaptHealth, LLC is seeking a Lead Dispatcher to mentor the team, oversee front-end processes, and coordinate delivery routing for regional branches. You will handle escalations, guide staff, and develop process improvements to ensure timely, compliant patient service.

Responsibilities include routing deliveries, training new staff, and maintaining knowledge of HME products and regulations while ensuring excellent customer care and efficient operations.

Qualifications

• High School Diploma required; Associate degree preferred.
• Three years’ work experience in health care administrative, financial, or insurance customer service, claims, billing, call center or management.
• Two years HME claims experience preferred.
• Exact job experience includes tasks in Medicare certified HME/IV/HH environments that bill insurance.
• Valid and unrestricted driver’s license in state of residence

Responsibilities

• Mentors, guides and provide oversight assistance of the team.
• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where technical solutions would improve business performance.
• Consulting across teams, providing mentorship, and contributing specialized knowledge.
• Demonstrated various techniques and documentation to streamline production process.
• Identify team member strengths and opportunities and report findings up to supervisors.
• Respond to internal inquiries for coaching assistance via queue, office communicator, and email.
• Assume responsibility for resolving team member escalations by collaborating with partners.
• Coach others on navigating systems to assist patients and calls.
• Assist with training new employees and address escalated questions from members over the phone.
• Responsible for every ticket (delivery, pick-up, service) daily, create sensible routes and ensure all stops are completed.
• Develop and maintain knowledge of current HME products and regulations.
• Clear all routes daily with delivery technicians to complete stops.
• Address non-printed orders to determine status of the order.
• Screen every ticket for mistakes and address with Management.
• Create sensible routes meeting window blocks and customer expectations within budget.
• Address and develop best processes for incomplete orders.
• Make outbound calls to customers and technicians for scheduling and routing with exceptional customer care.
• Partner with teams to enter tickets, communicate issues, verify delivery details, and create solutions.
• Verify delivery/pick up details and communicate to technicians and couriers.
• Progress toward regional goals like productivity and cost per delivery by routing efficiently.
• Track all orders and ensure daily deliveries or follow-up within defined time frames.
• Maintain confidentiality of patient information.
• Document patient communication regarding deliveries with 98% compliance.
• Familiarize with personal safety and infection control practices.
• Account for all tickets, create and clear routes, ensure all stops completed.
• Develop best practice processes for routing, dispatching, and handling emergencies.

Skills

Decision Making

Analytical problem solving

Verbal written communication

Customer service

MS Office

Multitasking

Technical aptitude

Education

High School Diploma

Associate degree

Job description

Description

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.

Lead, Dispatcher

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 provide oversight assistance of the team.
• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where technical solutions would improve business performance.
• Consulting across teams, providing mentorship, and contributing specialized knowledge.
• Demonstrated various techniques and documentation to streamline production process.
• Identify team member strengths and opportunities and report findings up to supervisors.
• Respond to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email.
• Assume responsibility for resolving team member escalations by working with multiple business partners while consistent communication is present with the member.
• Coach others on how to navigate through systems to find information needed for patients and calls.
• As a Subject Matter Expert, assist with training new employees and assist others with problems they encountered while interacting with members over the phone; addressed escalated customer questions and concerns.
• Responsible for every ticket (delivery, pick-up, service) daily, create sensible routes for each Medical Equipment Technician and ensure all stops were completed.
• Develop and maintain working knowledge of current HME products and services offered by the company and all applicable governmental regulations.
• Clear all routes daily with all delivery technicians to ensure all stops were completed.
• Address any non-printed orders to determine the status of the order.
• Screen every ticket for mistakes and address these mistakes with Management and/or the person responsible for creating the order.
• Create 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.
• Address and develop the best process to handle incomplete orders. Communicate this message to all applicable parties.
• Make outbound calls to customers and patient service technicians for scheduling and routing with a focus on extraordinary customer care
• Partner with teams who enter tickets to deliver extraordinary customer care, communicate any issues, verify delivery details, and create solutions for issues
• Verify delivery/pick up details and communicate 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 track 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.
• Become familiar with all personal safety and infection control practices and procedures.
• Account for all tickets, create routes, clear routes, and ensure all stops were completed.
• Develop best practice process 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

Minimum Job Qualifications:

• High School Diploma required; Associated 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) 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.