StateServ Medical provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.

This position is remote and requires reliable Internet connectivity and not mobile hotspots.

Responsibilities:

• Receives and responds to inbound calls from clients and coordinates delivery of equipment, pick-up, maintenance or changes in service. Creates patient records and captures complete information and equipment requests and dispatches as appropriate.
• Plans and coordinates equipment logistics on a day to day basis.
• In a respectful and courteous manner, acts as a resource for inbound calls from patients or care givers to troubleshoot basic and routine issues with equipment.
• Maintains inbound and outbound communication with technicians to verify order receipt of job add-on’s. Relays all information pertinent to meet service levels.
• On a continuous basis, monitors job fulfillment of time sensitive orders and routine orders.
• In a timely and accurate manner, captures and appropriately documents all conversation with customers, clients and technicians in the company system adhering to standard operating procedures.
• Frequently monitors e-mail and/or other systems for inter-departmental communications. Determines necessary internal action or communication required to fulfill company obligations.

Education, Work Experience or Related Experience:

• A high school diploma or equivalent is required.
• At least six months experience in which incumbents regularly interface with customers is essential to perform customer services functions as described.
• A year of dispatch experience or experience working in a medical environment is strongly preferred.

Specialized Knowledge, Skills & Abilities:

• Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated.
• The ability to speak and write in a professional manner is required to communicate with patients, clients, drivers, and operations as described.
• Proficient and accurate typing/data-entry skills are required to record system information as described.
• Good organization and prioritization skills are required to schedule and dispatch equipment deliveries within established time frames and service standards
• Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described.
• The ability to demonstrate ownership for orders, scheduling or dispatching and researching and/or providing solutions to routine and common issues rather than escalating problems is essential.
• Spanish speaking skills are desirable but not required.
• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required.
• Familiarity with contact management software is strongly preferred.

Physical Requirements and Demands:

• This position entails a high level of work performed at a computer terminal throughout the day as well as moderate use of a telephone or headset equipment
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.
• Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined

StateServ-HospiceLink offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!

Experience

• 1 year(s): Typing / Data Entry Skills
• 1 year(s): Basic Computer Skills and Multi-line Telephone Skills
• 1 year(s): Customer Service Skills
• 1 year(s): Dispatch or closely related service coordination role

Education

• High School or better