What are the responsibilities and job description for the Customer Care Agent position at Physicians Ambulance Service?
Job Description
Position: Customer Care Agent – Communications Team Member
Location: 6670 W Snowville Rd, Ste 2, Brecksville, OH 44141
Expected Hours: 36–44 per week
Communications Team Members and Dispatchers are essential to our operations, serving as the critical link between our Emergency Medical Services (EMS) personnel and the communities we serve. They coordinate Skilled Patient Transport and emergency responses across a 20-county service area in Ohio.
In addition, the Communications Department includes Customer Care Agents, who play a vital role in multitasking and managing coordination efforts. This role involves working closely with hospitals and other healthcare partners to arrange transport, assisting dispatch with communications to field crews, and overseeing data collection to support billing and operational efficiency.
While EMD certification (Emergency Medical Dispatcher) or experience as an Emergency Medical Technician (EMT) is recommended for Dispatchers, it is not required. A strong understanding of healthcare, medical transport logistics, and the geography of Central and Northern Ohio is essential for success in both roles.
Key Responsibilities
“It’s true—you spend more time at work in your lifetime than anywhere else. Where you work should reflect your values and bring you pride. At Physicians Ambulance, our people are our greatest strength. We are not a perfect organization, but we are actively building one—and it takes an army of good people to achieve that.
We focus on taking care of our employees so they can take care of our customers. Through clinical education, training, and attention to the little details, we ensure exceptional care for our patients. Our customers rave about our Paramedics, EMTs, and Support Staff because they are not just the best at what they do but also the most caring, loving, and passionate individuals in the field.
I hope you consider joining us to see what makes us different.”
—Jason Hess, President
Company Description
https://www.hiringoptics.com/physicians-ambulance
www.physiciansambulance.com
Physicians Ambulance is the most advanced private Emergency Medical Services (EMS) Company in Cleveland, Ohio. We provide Critical Care Transport, Specialty Care Transport, Advanced Life Support, Basic Life Support, and Wheelchair Services to the Hospitals we serve, and various clients in the healthcare field. What sets Physicians apart is the rigorous and continuous training of our staff and our commitment to the highest standards of service excellence.
It is our Mission to help and care for those who cannot for themselves.
It is our intent to be viewed by other private, local, state and national EMS programs as visionary and trend setting in emergency and non-emergency medical services by demonstrating the highest quality of care while utilizing cutting edge technology and innovative service delivery methods.
https://www.hiringoptics.com/physicians-ambulance www.physiciansambulance.com Physicians Ambulance is the most advanced private Emergency Medical Services (EMS) Company in Cleveland, Ohio. We provide Critical Care Transport, Specialty Care Transport, Advanced Life Support, Basic Life Support, and Wheelchair Services to the Hospitals we serve, and various clients in the healthcare field. What sets Physicians apart is the rigorous and continuous training of our staff and our commitment to the highest standards of service excellence. It is our Mission to help and care for those who cannot for themselves. It is our intent to be viewed by other private, local, state and national EMS programs as visionary and trend setting in emergency and non-emergency medical services by demonstrating the highest quality of care while utilizing cutting edge technology and innovative service delivery methods.
Position: Customer Care Agent – Communications Team Member
Location: 6670 W Snowville Rd, Ste 2, Brecksville, OH 44141
Expected Hours: 36–44 per week
Communications Team Members and Dispatchers are essential to our operations, serving as the critical link between our Emergency Medical Services (EMS) personnel and the communities we serve. They coordinate Skilled Patient Transport and emergency responses across a 20-county service area in Ohio.
In addition, the Communications Department includes Customer Care Agents, who play a vital role in multitasking and managing coordination efforts. This role involves working closely with hospitals and other healthcare partners to arrange transport, assisting dispatch with communications to field crews, and overseeing data collection to support billing and operational efficiency.
While EMD certification (Emergency Medical Dispatcher) or experience as an Emergency Medical Technician (EMT) is recommended for Dispatchers, it is not required. A strong understanding of healthcare, medical transport logistics, and the geography of Central and Northern Ohio is essential for success in both roles.
Key Responsibilities
- Coordinate transport logistics with hospitals, healthcare providers, and other partners.
- Serve as a point of contact for inquiries, providing professional and empathetic customer support.
- Assist dispatch with communicating updates and instructions to field crews.
- Manage multiple software systems to track, collect, and organize data for transport coordination and billing.
- Support billing processes by verifying and documenting transport details.
- Maintain up-to-date records in compliance with company policies and regulatory standards.
- Proven experience in dispatch, customer service, or healthcare-related roles.
- Familiarity with Computer-Aided Dispatch (CAD) systems and other relevant software.
- Excellent multitasking and organizational skills, with strong attention to detail.
- Knowledge of patient transport processes, healthcare coordination, or billing is a plus.
- Strong verbal and written communication skills in English.
- Critical thinking and problem-solving abilities.
- High school diploma or equivalent (required).
- 12-hour shifts
- Night shifts and overnight shifts (required)
- Holidays, weekends, and on-call availability
- Opportunities for overtime
“It’s true—you spend more time at work in your lifetime than anywhere else. Where you work should reflect your values and bring you pride. At Physicians Ambulance, our people are our greatest strength. We are not a perfect organization, but we are actively building one—and it takes an army of good people to achieve that.
We focus on taking care of our employees so they can take care of our customers. Through clinical education, training, and attention to the little details, we ensure exceptional care for our patients. Our customers rave about our Paramedics, EMTs, and Support Staff because they are not just the best at what they do but also the most caring, loving, and passionate individuals in the field.
I hope you consider joining us to see what makes us different.”
—Jason Hess, President
Company Description
https://www.hiringoptics.com/physicians-ambulance
www.physiciansambulance.com
Physicians Ambulance is the most advanced private Emergency Medical Services (EMS) Company in Cleveland, Ohio. We provide Critical Care Transport, Specialty Care Transport, Advanced Life Support, Basic Life Support, and Wheelchair Services to the Hospitals we serve, and various clients in the healthcare field. What sets Physicians apart is the rigorous and continuous training of our staff and our commitment to the highest standards of service excellence.
It is our Mission to help and care for those who cannot for themselves.
It is our intent to be viewed by other private, local, state and national EMS programs as visionary and trend setting in emergency and non-emergency medical services by demonstrating the highest quality of care while utilizing cutting edge technology and innovative service delivery methods.
https://www.hiringoptics.com/physicians-ambulance www.physiciansambulance.com Physicians Ambulance is the most advanced private Emergency Medical Services (EMS) Company in Cleveland, Ohio. We provide Critical Care Transport, Specialty Care Transport, Advanced Life Support, Basic Life Support, and Wheelchair Services to the Hospitals we serve, and various clients in the healthcare field. What sets Physicians apart is the rigorous and continuous training of our staff and our commitment to the highest standards of service excellence. It is our Mission to help and care for those who cannot for themselves. It is our intent to be viewed by other private, local, state and national EMS programs as visionary and trend setting in emergency and non-emergency medical services by demonstrating the highest quality of care while utilizing cutting edge technology and innovative service delivery methods.