Customer Service Coordinator - Full-Time - Palo Alto, California

Job Summary:

Under the general supervision of the Regional Business Development Manager, the Customer Service Coordinator is responsible for answering and triaging all communications from the facility's transfer center and coordinating an appropriate resource to meet our customer’s needs.  This position bridges the gap between Dispatchers and the facility's Transfer Center Specialists.  In the CSC role you will be responsible for maintaining abundant coverage of necessary resources with the tools provided during training as well as supporting the transfer center with additional tasks to ensure smooth and safe transportation of all patients.  This position requires the CSC to be on site and, as the face of the company, a positive, empathetic, and professional attitude is essential.

Pay Rate:  This is a non-exempt position that will have an hourly rate between $25.00/hr and $28.00/hr depending on experience.

Essential Duties & Responsibilities:

• Provide on site support for the Transfer Center


• Demonstrate exceptional customer service skills with both internal and external customers


• Always maintain a calm and professional demeanor


• Demonstrate the ability to communicate clearly and professionally both verbally and in writing


• Develop a high degree of familiarity with the Santa Clara service area


• Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport


• Demonstrate the ability to take direction as well as to work independently and as part of a group


• Operate computer terminal and demonstrate proficiency in Microsoft Office Suite


• Operate a multiline computerized phone system


• Document all phone transactions using a computer aided dispatch (CAD) program


• Work alongside the Transfer Center staff within the facility's campus


• Coordinate Transfer Center originating requests with area specific dispatcher


• Assist case management, unit clerks, and nursing staff in all transportation needs


• Manage crew, team, and patient safety and location via GPS tracking


• Communicate with area specific dispatcher any changes, prenotifications, and resource needs


• Identify areas of improvement


• Other duties as assigned

Minimum Requirements:

• High School Diploma, GED, or equivalent


• One (1) or more years of experience in a health care or EMS environment


• Ability to type a minimum of forty (40+) words per minute


• Demonstrate the ability to communicate clearly and professionally both verbally and in writing


• Proficient computer skills including Microsoft Office, email, and spreadsheet software programs

Preferred Qualifications:

• Transfer center, call center, or other related experience


• EMS dispatch experience


• Advanced understanding of medical terminology

Additional Requirements:

• Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening


• Must be able to work all shifts including, but not limited to, day/swing/night, weekends, holidays, and mandatory overtime as needed


• Must be able to perform the role efficiently and consistently during shifts


• Able to rotate shift assignments as needed and/or required based on operational need

Physical Requirements:

• Must be able to sit for an extended period of time


• Must be able to wear a telephone headset


• Must be able to hear and communicate clearly to perform job duties in person and over the telephone


• Adequate vision required to be able to read information from printed sources and computer screens


• Requires frequent repetitive hand movements, standing, walking, reaching, and grasping

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