Dispatcher

AdaptHealth is a premier full-service home medical equipment company in the United States - offering a full-scope of cost-efficient HME and respiratory care products and services that aim to keep patients comfortable and thriving in their own homes. We are dedicated to pursuing better and use technology, process and the power of our national network to do so.  We have a relentless commitment to using innovation to transform the durable medical equipment industry, break the status quo and  provide the best quality care.

Position Summary:

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 achieving timely delivery goals as established by leadership.  Uses appropriate IT systems to document patient communication and achieves operations staff productivity by assessing appropriate number of deliveries per staff member.

Essential Functions and Job Responsibilities: 

• Responsible for every ticket (delivery, pick-up, service) daily, creates sensible routes for each Medical Equipment Technician and ensure all stops were completed. 
• Develops and maintains working knowledge of current HME products and services offered by the company and all applicable governmental regulations. 
• Clears all routes daily with all delivery technicians to ensure all stops were completed. 
• Addresses any non-printed orders to determine the status of the order. 
• Screens every ticket for mistakes and address these mistakes with Management and/or the person responsible for creating the order. 
• Creates 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. 
• Addresses and develop the best process to handle incomplete orders.  Communicates this message to all applicable parties. 
• Makes outbound calls to customers and patient service technicians for scheduling and routing with a focus on extraordinary customer care  
• Partners with teams who enter tickets to deliver extraordinary customer care, communicate any issues, verify delivery details, and create solutions for issues 
• Verifies 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. 
• Becomes familiar with all personal safety and infection control practices and procedures.  
• Accounts for all tickets, create routes, clear routes, and ensure all stops were completed. 
• Develops 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. 
• Maintains patient confidentiality and function within the guidelines of HIPAA. 
• Completes assigned compliance training and other educational programs as required. 
• Maintains compliant with AdaptHealth's Compliance Program. 
• Performs other related duties as assigned. 

Competency, Skills and Abilities: 

• Decision making skills 
• Analytical and problem-solving skills with attention to detail 
• Ability to adapt and be flexible in a rapidly changing work environment 
• Strongverbal 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 

Education and Experience Requirements: 

• High School Diploma 
• One (1) yearwork related in health care, routing, customer services, claims, billing, call center or management regardless of industry 
• Exact job experience is considered any of the above tasks in a Medicare certified HME, IV or HH environment that routinely bills insurance. 
• Valid and unrestricted driver's license in state of residence 

Physical Demands and Work Environment: 

• Work environment may be stressful at times, as overall office activities and work levels fluctuate 
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time 
• Subject to long periods of sitting and exposure to computer screen 
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use 
• Must be able to lift 30 pounds as needed 
• Excellent ability to communicate both verbally and in writing 
• May be exposed to angry or irate customers or patients 

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k

AdaptHealth is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law.  This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.