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 computer system. • Provides information for provider, along with projected service times. • Transfers calls to appropriate regional team members. • Identifies, researches, and resolves issues using the computer system. • Follows-up on customer inquires not immediately resolved. • Completes call logs and reports. • Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner. • Provides support to other company departments and offices regarding trip assignment. • Ensures short and long range planning is performed to identify trips that require eligibility verification. • Answers telephones, handles 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 willingness to work a flexible schedule. QUALIFICATION • High school diploma or equivalent.