Patient Care Representative

Rcambulance; New York (NY); On-site; USD 35,000 - 55,000; Full time

Job summary

Rcambulance is seeking a Call Receiver to handle incoming calls, evaluate needs, and route callers to the appropriate resources. You will maintain a professional demeanor and document all interactions using a CAD system.

The role requires strong customer service, clear written and verbal communication, and the ability to work in a fast-paced environment with a multi-line phone system. A high school diploma is required.

Qualifications

• High school diploma or equivalent required.
• Experience delivering high levels of customer service.
• Ability to accurately document information while taking calls.
• Must be able to sit for extended periods and wear a headset.
• Typing speed of at least 40 words per minute.

Responsibilities

• Answer, evaluate and prioritize incoming calls.
• Direct calls to the appropriate resource and resources.
• Document all phone transactions using a CAD program.
• Maintain a calm and professional demeanor at all times.
• Develop familiarity with service areas and facilities.
• Operate a multi-line phone system and document interactions.

Skills

Customer service

Clear communication

Typing 40 wpm

Fast learner

Teamwork

Education

High school diploma

Tools

CAD program

Microsoft Office

Multi-line phone system

Job description

Call Receiver

Under general supervision of the Director of Communications the Call Receiver is responsible for answering and triaging all undirected calls coming into the Communication Center and directing them to the most appropriate resource. This person is the "face of the company" and must provide each caller with the highest level of customer service possible.

Essential Duties & Responsibilities:

• Demonstrate exceptional customer service skills with both internal and external customers
• Maintain a calm and professional demeanor at all times
• Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need
• Demonstrate ability to communicate clearly and professionally both verbally and in writing
• Develop a high degree of familiarity with Company service areas and medical facilities
• Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport
• Demonstrate the ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of the conversation
• Demonstrate the ability to take direction, work independently and as part of a group
• Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite
• Operate multi-line computerized phone system
• Simultaneously document all phone transactions using a computer aided dispatch (CAD) program

Minimum Qualifications:

• Demonstrated background in successful customer service experience
• High school diploma or equivalent
• Ability to accurately take incoming requests while simultaneously documenting the information electronically
• Must be able to sit for an extended period of time and wear a telephone headset
• Ability to type a minimum of forty (40) words per minute

Preferred Qualifications:

• Minimum of one year of multi-line telephone experience
• Previous work experience as a Communications Technician or EMS dispatcher

Additional Requirements:

• Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening
• Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shifts
• Able to rotate shift assignments as needed and/or required based on operational need

Physical Requirements:

• Must be able to sit for an extended period of time
• Requires frequent repetitive hand movements, standing, walking, reaching and grasping
• Must be able to hear and communicate clearly in English to perform job duties in person and over the telephone
• Adequate vision required to be able to read information from printed sources and computer screens