Customer Experience Specialist / Dispatcher

• Position: Customer Experience Specialist / Dispatcher
• FTE: Full-time
• City: Louisville
• State: Kentucky
• County: Jefferson
• Shift: Night shift / 12 hour shift
  • 1700-500 or 1830-630

Calling all talented 911 / IFT Dispatchers! Join us today and continue saving lives & making a difference in our local communities.

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.

At AmeriPro Health, people are at the heart of everything we do! We provide a complement of services across the entire patient care continuum which delivers better patient outcomes, more efficient care, and unprecedented access to the right care, in the right place, at the right time.

• Critical Care
• Advanced Life Support
• Basic Life Support
• Medical transportation
• And much more

Benefits for Full-time positions include:

• Competitive compensation
• Personal Time Off (graduated based upon years of service with AmeriPro)
• Expansive benefits package to include: (Medical; Dental; Vision; short-term disability; Life, Accident and Cancer insurance policies)
• 401(k) retirement plan with a company match
• Tuition assistance
• Supportive leadership
• Professional development & opportunities for advancement
• Flexible scheduling options
• Employee assistance programs (EAP)

Job Description:

• Flexibility
• obtain and act on information quickly and accurately in emergency situations.
• Exercise good judgment in emergency situations.
• Prioritize calls according to urgency and importance
• Remain calm and effective under heavy workloads and in emergency situations.
• Provide field units with information about orders, traffic, obstacles and requirements
• Monitor the route and status of field units to coordinate and prioritize their schedule
• Translate information to the appropriate ambulance crew
• Operate a multi-line telephone console system
• Use radio, phone or computer to send crews, vehicles or other field units to appropriate locations
• Perform emergency medical dispatch and crisis intervention services
• Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
• Ask vital questions and provide pre-arrival instructions for emergency medical calls
• Receive emergency and non-emergency calls and record significant information
• Ask questions to interpret, analyze and anticipate the callers situation as 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, provide notation of events, activities and other information
• Verify customer's insurance information.
• Must verify insurance information and eligibility
• Must input verified insurance information into system
• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment or shift.
• Work evenings, night, weekends, and holidays to maintain 24-hour coverage of the emergency dispatch system.

AmeriPro Health is dedicated to prioritizing people first, and we are committed to fostering an inclusive environment where individuals can be their authentic selves.

Job Qualifications:
Minimum Qualifications:

• High school diploma or GED required.
• 6 months experience in customer service or other direct customer contact work required
• 6 months call center experience in a fast-paced work environment required
• Flexibility
• EMD Certification preferred, but not required

AmeriPro Health goes above and beyond for better patient and healthcare outcomes, more efficient care, and unprecedented access to the highest quality care. Join us today and make a difference as a Customer Experience Specialist / Dispatcher (911 / IFT) at AmeriPro. Your dedication and expertise will be invaluable in our mission to provide exceptional care to those in need.

AmeriPro Health is proud to be an Equal Opportunity Employer. We strongly believe in the power of diversity and inclusion; we celebrate how this diversity fuels our innovation and allows each of us to better serve the diverse needs of our patients and partners.