Dispatcher/Customer Service Representative

DUTIES AND RESPONSIBILITIES:

• Utilizes system status management computer system which monitors, updates, and controls the location and movement of units.
• Receives incoming non-emergency calls and promptly ascertains proper levels of response; allocates resources to match dynamic system demands.
• Dispatches and maintains radio communications with units.
• Monitors and documents response times of units.
• Maintain the cleanliness of the dispatch center and work area.
• Follows all Airport Express, Vital Transportation, MedRide & OCCT. guidelines for customer service.
• Maintain patient confidentiality
• Investigates and reports all response time exceptions.
• Answers requests and dispatches medical support personnel.
• Completes and submits daily status reports, including response time exceptions, response time reliability, exception percentages (by zone and for overall system), and unusual incidents as requested.
• Monitors system performance and communicates system demands to field while recognizing the needs, capabilities, and limitations of field personnel.
• Responsible for complying with all local, state, and federal employment laws and company policies (i.e., Americans with Disability Act, Affirmative Action Plan, etc.).
• Comply with continuing education requirements and maintain all licenses and certifications required by Airport Express, Vital Transportation, MedRide & OCCT.
• Function as public relations representative when dealing with facilities/customers, agencies, etc.
• Responsible for adhering to all company & departmental policies and procedures.
• Perform other related duties as required.