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POSITION: Customer Service Coordinator REPORTS TO: Business Development Account Manager FLSA STATUS: Non-Exempt TYPE: Regular full-time Job Summary:

Under general supervision of Business Development, the Customer Service Coordinator is responsible for answering and triaging all communications from hospital personnel, the Transfer Center and coordinating appropriate resources to meet our customers’ needs. This position bridges the gap between ProTransport-1 and the contracted facilities by working closely with the customer, Operations, Dispatch and Business Development. As the “Face of the Company” a positive, empathetic and professional attitude is essential.

Essential Duties & Responsibilities:

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

• Maintain a calm and professional demeanor at all times

• Demonstrate 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, work independently and as part of a group

• Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite

• Operate multi-line computerized phone system

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

• Work alongside the transfer center staff within the Lucille Packard Children’s Hospital campus

• Coordinate Lucille Packard Children’s Hospital and Stanford Medical Center originating requests with area specific Dispatcher.

• Assist Case Management, unit clerks and nursing staff in all transportation needs

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

• Communicate with area specific Dispatcher of changes, prenotifications and resource needs

• Identify areas of improvement

• All other duties as assigned

  Minimum Qualifications:

• High school diploma or equivalent

• Customer Service background with emphasis on Customer Satisfaction and problem solving

• Ability to multitask

• Must be able to sit at a computer terminal for an extended period while wearing a telephone headset

• Interest in Health Care or background in EMS

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

  Preferred Qualifications:

• 1+ years of Customer Service in a healthcare setting

• Medical terminology

• Transfer Center or Call Center experience

• Dispatcher experience

  Additional Requirements:

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

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

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

• 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