More Information about this Job:

BASIC FUNCTION:

The Overnight Dispatcher/Lead oversees all aspects of assigning same/next day transportation orders to external providers efficiently in accordance with established protocols. Assures all duties are completed including but not limited to addressing any unresolved emails in Provider Dispatch Email and review and resolve any change requests for dialysis trips less than 48-hours out.

Consistently monitors all call queues and serves as ongoing back-up for Member Service and Dispatch agents during breaks and absences. Supports Call Center Supervisors by taking escalated calls as needed and serves as ongoing back-up during breaks, absences. Assumes limited supervisor duties during the overnight hours when regular supervisors are not on-site. Escalates issues as needed to Supervisor on duty.

This position supports all Departments within ComTrans and in support of the ComTrans mission and goals. This position utilizes business knowledge, independent and creative thinking. ComTrans is a safety sensitive company.

Job description(s) are subject to change based on business necessity.

EMPLOYEE STATUS: Regular: Full-time; $22-23 per hour depending on experience / non-exempt position.

REQUIREMENTS:

Education: College or equivalent preferred but not required, high school graduate or equivalent required

Experience: 2-4 years' experience in call center operations, and/or routing and dispatch required.

Age: All ComTrans employees must be at least 18 years old.

Graveyard Position

Skills, Knowledge and Abilities:

The Overnight Dispatcher/Lead must be able to:

• Communicate effectively both verbally and written in English.
• Be thoroughly knowledgeable of our all routing/dispatch/call center/lead functions (viewed as an expert) including routing, scheduling, mapping, time constraints, and data entry.
• Maintain an organized and efficient work environment.
• Exceptional knowledge of all area streets, address, direction.
• Multi-task, balance workload, and demonstrate good organization skills.
• Work independently with little supervision.
• Be a strong team player.
• Support the mission and values of the organization.
• Demonstrate and encourage leadership in all functions.
• Understand customer service internally and externally.
• Utilize information systems, ride management systems, and the Microsoft Office Suite of programs.
• Able to quickly learn and become an expert in routing program(s)
• Use sound judgment in making decisions and solving problems.
• Utilize time management skills - prioritizing and planning.

Physical Requirements:

While performing duties of this job, must be able to:

• Stand, reach and extend arms
• Grasp, feel objects or controls
• Reach with hands and arms
• Talk and hear
• Able to lift at least 10 pounds
• Sit for extended periods of time
• Perform repetitive activities such as typing, using a telephone, computer mouse
• Must have adequate visual acuity as required to perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.

RESPONSIBILITIES:

• Ensure all same and next day transports are routed to external providers.
• Process same day and urgent requests, communicating directly with external providers to cover trips.
• Assures all duties are completed as assigned, including but not limited to addressing any unresolved emails in Provider Dispatch Email.
• Identify recurring transports and attempt to assign to appropriate provider.
• Work with provider(s) to resolve trip issues (late, no-shows, etc.)
• Review trips requests for accuracy (address, appointment time, return times, etc., )
• Monitor all phone queues, and answer calls as needed from transportation providers, facilities, members, and member representatives and communicate with providers and community partners to resolve customer issues (ETA's, no-show, etc.)
• Provide customers with trip confirmations and ETA's, call providers when necessary.
• Work with providers in providing trip data.
• Conduct preliminary investigation regarding customer complaints by contacting assigned provider.
• Take escalated calls as requested.
• Assumes limited supervisory duties when call center supervisors are absent or unavailable.
• Perform data entry as required.
• Other duties as assigned.
  

REPORTING RELATIONSHIPS:

This position reports to the Call Center Supervisor/Operations Manager

MEASUREMENTS OF PERFORMANCE:

The Lead will be evaluated using the following metrics:

• Ability to process trips efficiently
• High level of customer service
• Effective Communication
• Responsiveness to deadlines
• Timeliness, accuracy & completion of schedules
• Attendance and Reliability

EEO Statement:
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.