Patient Care Representative

Richmond County Ambulance; New York (NY); On-site; USD 28,000 - 29,000; Full time

Job summary

Richmond County Ambulance is seeking a Call Receiver to handle undirected calls in the Communications Center, triage needs, and direct resources accordingly. You will provide top-tier customer service, maintain professionalism, and document all interactions using CAD while working with a team in a fast-paced environment.

This role requires high school diploma, 40 WPM typing, and proficiency with MS Office. Shifts include day/evening/night with overtime as needed; weekend coverage may be required.

Qualifications

• Demonstrated background in successful customer service experience.
• High school diploma or equivalent.
• Ability to accurately take incoming requests while documenting information electronically.
• Must be able to sit for an extended period and wear a headset.
• Typing speed of at least 40 words per minute.

Responsibilities

• Answer, evaluate and prioritize incoming telephone calls while communicating effectively with all callers to obtain complete information to determine need.
• Demonstrate exceptional customer service skills with internal and external customers.
• Maintain calm and professional demeanor at all times.
• Communicate clearly and professionally both verbally and in writing.
• Develop familiarity with service areas and medical facilities.
• Comply with company policies and procedures regarding patient referral and transport.
• Control the call in difficult interactions and direct the flow of conversation.
• Take direction and work independently or as part of a group.
• Operate a computer terminal and Microsoft Office Suite proficiently.
• Operate multi-line phone system and document transactions in CAD.

Skills

Customer service

Communication

Typing 40 wpm

MS Office

CAD software

Education

High school diploma

Tools

CAD software

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.

• 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

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

Salary: $20 - $20.50 per hour