SUMMARY: Answer phones to respond to discharge orders, ride requests, customer inquiries, questions, and complaints. Project a professional company image through phone interaction. ESSENTIAL FUNCTIONS • Assist consumers and clients efficiently and promptly by maintaining a polite, courteous, and professional attitude always. • Adhere to HIPAA guidelines concerning consumer and client confidentiality. • Schedule standing orders and demand trips using the E-Trip transportation management system. • Process monthly recertification and attendance verification reports. • Learn and receive training on the proper use of E-Trips. • Schedule subscription trips to providers according to the Provider Assignment roster. • Maintain professionalism when interacting with facilities. • Provide facilities staff, consumers, and clients with necessary paperwork to ensure clear communication. • Check consumer files for accuracy in E-Trips and notify the client of any updates. • Identify, research, and resolve issues using the computer system. • Follow up on customer inquiries not immediately resolved. • Complete all dispatch logs and reports. • Organize, plan, and optimize daily trip route assignments in a cost-effective and efficient manner. • Provide support to other company departments and offices regarding trip assignments. • Follow company policies and procedures. • Perform other duties as assigned. REQUIRED SKILLS AND ABILITIES • Ability to read and comprehend simple instructions, short correspondence, and memos. • Ability to analyze schedules and assign resources appropriately, efficiently, and cost-effectively. • Must possess good organizational skills, attention to detail, and the ability to focus on assigned tasks. • Must be able to work collaboratively with internal departments and external facilities or providers to determine best practices for ongoing quality satisfaction. • Excellent time management skills. • Excellent negotiation skills. • Computer literacy with the ability to learn customer service software applications. • Work requires a willingness to work a flexible schedule. QUALIFICATION • High school diploma or equivalent. • 3 years combined dispatch and call center experience.