LOCATION:ON-SITE IN MADISON, WI POSITION CONTINGENT UPON AWARD OF CONTRACT 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: • Answers phones for Medicaid-eligible requests for non-emergency discharges, ride requests and dispatch estimated time of arrivals. • Places orders in the computer system. • Provides information for providers, along with projected service times. • Transfer calls to appropriate regional team members. • Identifies, researches, and resolves issues using the computer system. • Follows-up on customer inquiries not immediately resolved. • Completes call logs and reports. • Organize, plan and optimize daily trip route assignments in a cost-effective and efficient manner. • Provides support to other company departments and offices regarding trip assignments. • Ensures short and long-range planning is performed to identify trips that require eligibility verification. • Answers telephones, handle calls, routes to appropriate individual or takes messages. Ensures customers, vendors and employees are handled in a professional and courteous manner. • Follows company policies and procedures • Performs other duties as assigned. REQUIRED SKILLS AND ABILITIES • Previous dispatch experience. • 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 ability to focus on assigned tasks. • Must be able to work collaboratively with internal departments and external facilities/providers to determine best practices for ongoing quality satisfaction. • Excellent time management skills. • Excellent Negotiation skills. • Computer literate with the ability to learn customer service software applications. • Work requires a willingness to work a flexible schedule. QUALIFICATION • High school diploma or equivalent.