About this role
Supervisory Responsibilities: None
Objective: The Customer Care Representative is responsible and accountable for receiving, recording, coordinating and dispatching all non-emergent transports for ambulances, wheelchair vans, and cabs.
Essential Duties:
- Know and support the Mission Statement, Policy/Procedures and standards of MMR.
- Obtain pre-authorization information for scheduled trips, when applicable.
- Verify appropriate resource availability for the daily transfer load.
- Provide appropriate and professional dispatching (via radio, Navigator, etc.) of MMR resources in a timely manner. This includes keeping track of all appropriate resources to ensure the correct unit is sent and arrives on time for scheduled transports.
- Behave in a collegial and customer service-oriented manner (via phone and radio) at all times.
- Develop and maintain excellent working relationships with facility callers.
- Proactively communicate scheduled transports to other dispatch personnel and area supervisors, when necessary.
- Provide quotes upon request for patient payment.
- Determine level of need (ALS/BLS, Carevan, Cab) for each request for service.
- Obtain an Advance Beneficiary Notice (ABN) as needed.
- Review Physicians Certification Statement (PCS) for completion and compliance billing (medical necessity).
- Keep management and the appropriate field providers advised of any changes to the daily workflow.
- Perform other duties as assigned.
Qualifications
- Medical office experience and familiarity with insurance billing practices preferred
- EMS dispatch and field experience preferred
- Obtain Emergency Medical Dispatcher (EMD) certification within first 6 months of employment
- Excel in customer relations and demonstrate positive, professional behavior
- Ability to communicate effectively both verbally and in writing, in the English language
- Possess and maintain a valid Michigan driver license
- Ability to organize tasks and insure timely completion of all projects
- Advanced computer skills including the ability to utilize a computer PC with Windows operating system
- Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
- Proficiency with Microsoft Word and Excel
- Skilled in typing, data entry, electronic filing and document retrieval
- High School Diploma
- Must be at least 18 years old
Physical Factors: Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time.
Working Conditions: Most work is done in a typical office setting with daily exposure in all other department areas.