Communications Specialist

Elite Medical Transport - El Paso, TX

Full-time

El Paso, TX

101-250 employees

Transit and Ground Passenger Transportation

About the position

The purpose of this position is to receive requests for ambulance service, identify the level and urgency of services required, provide data entry of trip information into the CAD System, select and dispatch units, and maintain system status control by relocating units to locations in accordance to the System Status Plan. This incumbent must be able to determine the suspected primary payment source and comply with required prior authorization steps. Essential Duties & Responsibilities include providing internal and external customer service through pleasant, clear, and concise verbal communication using available telephone and radio resources. The specialist will ascertain pertinent information from the calling party, determine the urgency and location of the situation, and obtain insurance information, make payment arrangements, or obtain quotes during call taking prior to dispatching the call. Additionally, the role involves working with the billing department to verify insurance and obtain prior authorization and required documents for transport, as well as obtaining medical necessity information. The specialist will select and dispatch the appropriate units to respond to emergency and non-emergency requests, providing the responding unit with appropriate information for patient, location, destination, routing instructions, needs for special equipment, and documentation requirements. The position also requires scheduling transports according to the level of care and system status, relocating units as required from one post location to another as designated by the System Status Plan, and preparing all appropriate paperwork in a timely manner while ensuring the correctness of all information entered into the CAD. The specialist will answer multiple telephone lines, direct callers as appropriate, take messages as necessary, exercise critical thinking practices at all times, and contribute to team effort by performing other related duties as assigned.

Responsibilities

• Provide internal and external customer service through pleasant, clear, and concise verbal communication using available telephone and radio resources.
• Ascertain pertinent information from calling party.
• Determine urgency and location of the situation.
• Obtain insurance information, make payment arrangements, or obtain quote during call taking (prior to dispatching call).
• Work with billing department to verify insurance and obtain prior authorization and required documents for transport and obtain medical necessity information.
• Select and dispatch the appropriate units to respond to emergency and non-emergency requests.
• Provide the responding unit with appropriate information for patient, location, destination, routing instructions, needs for special equipment and documentation requirements.
• Provide relay of patient information to receiving facilities, and provide the link, as applicable, between the unit and the initial calling party throughout the call.
• Schedule transports according to level of care and system status.
• Relocate units as required from one post location to another as designated by the System Status Plan.
• Prepare all appropriate paper work in a timely manner and ensure the correctness of all information entered into the CAD.
• Answer multiple telephone lines and direct callers as appropriate, taking messages as necessary.
• Exercise critical thinking practices at all times.
• Contribute to team effort by performing other related duties as assigned.

Requirements

• Strong verbal communication skills.
• Ability to work under pressure and make quick decisions.
• Experience in customer service or a related field.
• Familiarity with CAD systems or similar technology is a plus.
• Critical thinking and problem-solving skills.

Nice-to-haves

• Experience in the healthcare or emergency services industry.
• Knowledge of insurance verification processes.