Discharge and Transfer Supervisor

BASIC JOB PURPOSE:

Founded by a Doctor and a First Responder, Call the Car is seeking a Discharge and Transfer Supervisor to join our dynamic team!

Are you ready to take charge in coordinating discharges and transfers from hospitals and healthcare facilities? As a key player in our dispatch center, you will work closely with our team to ensure that health plan members are transported promptly and efficiently. Your role will involve matching members with available ambulance rides and providing top-notch customer service.

Under the guidance of our Chief Operating Officer, you will be responsible for creating and updating transportation reservations, dispatching trips, and maintaining clear communication with staff and stakeholders. This exciting position requires a high level of organization, analytical skills, and the ability to work well under pressure.

At Call the Car, we value our employees and offer a comprehensive benefits package, including dental and health insurance, paid time off, and a referral program. Join us in a supportive office environment where your skills and dedication will be recognized and rewarded.

If you have experience in customer service, dispatch, and are proficient in PC software programs, we want to hear from you! Don't miss this opportunity to be a part of a growing company that is committed to excellence in medical transportation. Apply now and become a vital part of the Call the Car team!

TYPICAL WORKING CONDITIONS:

Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

KEY RESPONSIBILITIES:

Customer Service

1. Creates and updates transportation reservations by phone.

2. Evaluates incoming calls to determine the appropriate level of service required.

3. Communicates subcontracted/vendor estimated time of arrival to callers.

4. Activates will call pickups.

5. Processes cancellations and no-shows/dry runs, including notifying assigned vendor/subcontractor.

6. Obtains required information from callers requesting medical transport.

Dispatch

1. Efficiently dispatch trips to meet client on-time performance SLA.

2. Control and oversee that trips are scheduled satisfactorily according to all policies and procedures implemented.

3. Review, and distribute trips using common knowledge of coverage areas, properly utilizing the Vendor Network.

4. Accommodate various member mobility aids or special requests.

5. Review trip reroutes and reschedules with subcontractors/vendors.

6. Review subcontractor/vendor manifests when requested.

7. Coordinates the scheduling of same-day will call activations and/or hospital discharges or transfers.

8. Honor high priority (VIP) members or expedite urgent transportation requests, which may require conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is being provided.

9. Ability to conduct follow-ups of unassigned trips throughout the entire shift, daily. Must control full completion of all work assignments that are given, also providing assistance to assure completion, where needed, to provide excellent service to our members.

10. Troubleshoots member issues and concerns and contact Supervisor or Manager as appropriate.

11. Ensure all scheduling information and call notes are consistently and accurately maintained in the system.

12. Identifies and pursues self-improvement needs, adapts to changes when proposed.

General

1. Maintains clear communication between Call the Car Staff, Members, Subcontractors/Vendors, Appointment Facilities, Dialysis Centers, and CTC Management.

2. Maintains completeness and accuracy with all aspects of the position.

3. Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.

4. Any other duties as assigned.

PERFORMANCE REQUIREMENTS:

Knowledge, skills and abilities:

1. Must pass a Criminal Background Screening.

2. Must pass government exclusion list at time of hire and monthly thereafter.

3. Advanced experience using PC software programs including but not limited to MediRoutes, Microsoft Office (Word, Excel, etc.), Samsara, and C.C.E.R.R.T.S

4. Experience with the transportation industry and/or dispatch preferred.

5. Experience with customer service, taking inbound and making outbound calls in a high-volume call center.

6. Excellent time management, organizational, and analytical skills.

7. Able to type at least 45 wpm.

8. Take high volume of inbound calls.

9. Make high volume of outbound calls.

10. Availability to work hours ranging from 5:00 AM to 9:00 PM Weekdays, Weekends & Holidays.

ACCOMMODATION: Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization.