Job Details
Job Location
Louisville, KY
Description
The fundamental responsibilities of the Customer Experience Specialist are to function as the central point of communication for both emergent (911) and non-emergent requests for service. As a Customer Experience Specialist, you must be an excellent communicator (verbal and written) and be able to work in a fast-paced, high-pressure environment with the ability to respond appropriately within the guidelines defined by management. You must be able to work with limited supervision while also being receptive and able to implement resolution to constructive feedback. The ultimate goal is to ensure that the requests for service are fulfilled in a timely and accurate level of service, all while monitoring and communicating with the operational staff, patients, and vendors.
Essential Duties and Responsibilities:
•Phenomenal Customer Service skills with an emphasis on each interaction having a positive outcome for both emergent and non-emergent calls.
•Exercise good judgment quickly and accurately in emergency situations while coordinating and prioritizing the operational units' responses and schedules.
•Remain calm and effective under pressure and while entering the order into the system, communicating with the operational unit, and monitoring the route and status of the operational units, including, but not limited to, change of request, traffic, and/or obstacles that they may encounter.
•Effectively communicate information to the appropriate ambulance crew.
•Operate a multi-line telephone console system, radio, phone, and/or computers to send crews, vehicles, or other field units to appropriate locations in a timely manner.
•Perform emergency medical dispatch and crisis intervention services, ask vital questions, and provide pre-arrival instructions for emergency medical calls.
•Determine and assign the call's priority level and enter the data into a computer-aided dispatch system for radio dispatch purposes.
•Ask questions to interpret, analyze, and anticipate the caller's situation to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies.
•Comprehend and make inferences from written materials such as operations manuals and dispatch manuals.
•Learn street locations, station locations, and geography of the areas served.
•Learn to operate communications equipment (multi-button telephones, base radios, and computer terminals).
•Learn Dispatch Department organization, policies, and operating procedures.
•Enter data into the Computer-Aided Dispatch System and provide a notation of events, activities, and other information.
•Verify customer's insurance information.
•Some positions will require the performance of other essential and marginal functions depending upon work location, assignment or shift.
•Work evenings, nights, weekends, and holidays to maintain 24-hour coverage of the communications center.
•Represent the organization professionally and appropriately.
•Ability to work in and participate in a team environment.
Non-Essential Duties and Responsibilities
•Perform other duties as assigned.
Physical Requirements
The employee is regularly required to use hands and fingers and reach with hands and arms; they must be able to talk or hear. The employee frequently is required to stand and walk. The employee must sit for extended periods, climb or balance, stoop, kneel, or crouch. The employee may often lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Qualifications
Minimum Qualifications/Education/Skills:
•High school diploma or GED required.
•Able to work independently.
•High-level computer skills.
•Excellent interpersonal skills.
•Customer Service oriented.
•Team Success Oriented.
Other Knowledge and Skills:
•6 months' experience in customer service or other direct customer contact work preferred.
•6 months' call center experience in a fast-paced work environment preferred.
•May require completing an EMD program within 1 - 3 months of hire and maintaining certification during employment.
•Proven experience as a dispatcher or relevant position preferred.
•Fast typing with experience in data entry.
•Proficient in English (oral and written).
•Understand and follow oral and written instructions in the English language.
•Outstanding organizational and multitasking abilities.
•Active listener with excellent communication skills.
•Maintains professional competence and demonstrates concern for the competence of other EMS health care team members.
•Maintain HIPPA Compliance.
•Strong ability to multi-task in a fast-paced environment.
•Ability to uphold standards of practice and education.
•Ability to adhere to standards of personal ethics, on and off duty, which reflect credit upon the profession.
•Does not use professional knowledge and skills in any enterprise detrimental to the Company or to the public well-being.
•Ability to respect and hold in confidence all information of a confidential nature obtained in the course of professional work unless required by law to divulge such information.
•Has good working knowledge of all company policies about this position.
•Knowledge of common physical illnesses, obvious symptoms, and medical terminology.
•Flexible work schedule.