Customer Service Representative

The Customer Service Representative serves as the primary “voice” of the organization within the Communications (Call) Center. This entry-level role supports interfacility transport operations by handling incoming calls from hospitals, healthcare facilities, patients, and partner dispatch centers.

Working alongside Dispatchers, this position is responsible for triaging transport requests, coordinating logistics, and ensuring accurate and timely communication. This role directly contributes to the patient experience and continuity of care by facilitating efficient and professional transport coordination.

Impact of the Role: This role plays a vital part in the healthcare continuum by ensuring patients are transported safely and efficiently between facilities. The Customer Service Representative directly influences the quality of patient care and customer satisfaction by delivering accurate coordination, clear communication, and responsive service.

Essential Functions

Answer high-volume, multi-line phone systems and provide courteous, professional customer service

Receive calls from hospitals, healthcare facilities, patients, and partner dispatch centers requesting transport services

Triage transport requests by gathering detailed patient, clinical, and logistical information

Accurately log, update, and maintain patient and customer information in dispatch systems

Collaborate closely with Dispatchers on nearly every request to coordinate transport logistics and resource allocation

Proactively communicate updates, delays, and changes in transport status (including ETA updates) to customers

Confirm same-day and next-day scheduled transports, including appointment and pickup times

Conduct follow-up calls to customers and obtain required documentation for internal departments such as Billing

Address customer concerns in real time and coordinate with Dispatch to identify solutions or alternatives

Route calls to appropriate departments when necessary

Provide timely feedback to leadership regarding service issues, delays, or customer concerns

Participate in customer service improvement initiatives and contribute to process and policy enhancements

Develop and maintain knowledge of hospital and facility locations within service areas

Respond quickly, calmly, and effectively in urgent or high-pressure situations

Maintain strict confidentiality of patient information in compliance with HIPAA regulations

Support and uphold company mission, values, and quality standards

 

Qualifications

• High school diploma or equivalent required
  
  

• Call center or customer service experience preferred (1+ year ideal, but not required)
  
  

• Healthcare, EMS, or medical terminology knowledge is a plus (training provided)
  
  

• Basic computer proficiency, including typing (35+ WPM), Microsoft Office, and internet use
  
  

• Ability to learn dispatch and call management systems quickly

 

Work Requirements



• Full-time availability required, including weekends and holidays
  
  

• Ability to remain calm and effective under pressure and during emergency situations

Core Skills & Competencies

• • Excellent verbal and written communication skills
    
    

  • Strong customer service orientation with a professional and empathetic phone presence
    
    

  • Ability to multitask and prioritize in a fast-paced, high-call-volume environment
    
    

  • Strong organizational and time-management skills
    
    

  • Critical thinking and problem-solving abilities
    
    

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