Remote Dispatcher - Pacific Time Zone

About the position At AdaptHealth, we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. The Dispatcher has a broad range of responsibilities including routing all orders for regional branch deliveries and coordinating delivery schedules with the operations staff in each region to achieve timely delivery goals. This role uses appropriate IT systems to document patient communication and aims to achieve operations staff productivity by assigning an appropriate number of deliveries per staff member.

Responsibilities

• Responsible for every ticket (delivery, pick-up, service) daily, create sensible routes for each Medical Equipment Technician and ensure all stops were completed.
• Develop and maintain working knowledge of current HME products and services offered by the company and all applicable governmental regulations.
• Clear all routes daily with all delivery technicians to ensure all stops were completed.
• Address any non-printed orders to determine the status of the order.
• Screen every ticket for mistakes and address these mistakes with Management and/or the person responsible for creating the order.
• Create sensible routes for every delivery technician that will meet certain window blocks and/or expectations from customers or referral sources, while operating within the budget.
• Address and develop the best process to handle incomplete orders. Communicate this message to all applicable parties.
• Make outbound calls to customers and patient service technicians for scheduling and routing with a focus on extraordinary customer care.
• Partner with teams who enter tickets to deliver extraordinary customer care, communicate any issues, verify delivery details, and create solutions for issues.
• Verify delivery/pick up details and communicate that information to patient service technicians and couriers.
• Achieves or shows progression toward positively impacting regional goals that could include productivity goals, decreasing cost per delivery, and decreasing mileage per route by routing in an efficient manner.
• Tracks all orders and confirms that orders are delivered daily or follows up and track for appropriate time frames including checking log line.
• Ensures confidentiality of patient care information/documentation.
• Documents patient communication regarding deliveries achieving 98% compliance or shows steady progression towards meeting.
• Become familiar with all personal safety and infection control practices and procedures.
• Account for all tickets, create routes, clear routes, and ensure all stops were completed.
• Develop best practice process and procedures for the position. This includes but is not limited to categories such as zoning, routing/re-routing, dispatching, staging, loading/unloading, handling emergencies, same/day orders, modes of delivery, etc.

Requirements

• High School Diploma or equivalent
• One (1) year work related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience.
• Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, Pharmacy, or home medical supplies environment that routinely bills insurance.
• Valid and unrestricted driver’s license in state of residence
• Decision Making
• Analytical and problem-solving skills with attention to detail
• Ability to adapt and be flexible in a rapidly changing work environment
• Strong verbal and written communication
• Excellent customer service skills
• Proficient computer skills and knowledge of Microsoft Office
• Ability to prioritize and manage multiple tasks
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction

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