Paratransit Call Taker

Description

Job Summary:
The Paratransit Call Taker is responsible for handling both emergency and non-emergency requests for Non-Emergency Medical Transportation (NEMT) services from contracted facilities. This role involves relaying essential information to responding units, coordinating logistics, and ensuring seamless communication between field personnel and healthcare providers. The position also requires adherence to legal and regulatory standards, as well as active participation in customer relations and quality improvement initiatives.

Key Responsibilities:

• Operate telephone consoles and web-based applications to receive and process incoming calls for service.
• Obtain critical information regarding patient status and conduct initial triage to determine the appropriate response level.
• Input patient and referral information into the Computer-Aided Dispatch (CAD) system.
• Monitor radio traffic and update the CAD system with real-time status changes as necessary.
• Oversee specialized telecommunications equipment, coordinating with public agencies when needed.
• Accept and process referrals from online-based services such as VectorCare and Round Trip.
• Transmit and receive messages between the company, field personnel, hospitals, and other agencies.
• Serve as a liaison between field personnel and clients, verifying assignment locations and facilitating communications.
• Participate in Continuous Quality Improvement (CQI) activities, including audits, peer reviews, and data collection.
• Represent the company in a positive manner by maintaining proactive relationships with customers and community organizations.
• Monitor company vehicle usage by field staff, ensuring compliance with company policies.
• Report customer-related issues promptly and accurately.
• Assist with administrative tasks such as organizing appointments, processing messages, and managing workflow.
• Perform additional duties as assigned.

Qualifications

Qualifications:

• High school diploma or equivalent.
• Proficiency in English and Spanish (spoken and written) is preferred.
• Proficiency in relevant software applications, including Microsoft Office.
• Accurate data entry and keyboarding skills.
• Familiarity with office management systems, administrative procedures, and internet navigation.
• Ability to pass pre-employment physical and written tests.
• CPR & First Aid certification is mandatory. Willingness to complete and pass Emergency Medical Dispatch (EMD) and Emergency Telecommunications Course (ETC) training.

Skills and Competencies:

• Strong verbal and written communication skills, with the ability to interpret and convey information clearly.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple tasks, prioritize workload, and work in a fast-paced environment.
• Experience in customer service or public-facing roles preferred.

Salary : $19 - $21