Customer Support Dispatch

Job Description

Job Title: Customer Support Dispatcher Department: Operations

Job Summary

The Customer Support Dispatcher handles inbound and outbound calls, supporting patients, families, healthcare partners, and drivers. Responsibilities include processing medical equipment orders, managing deliveries and service appointments, and maintaining accurate records across multiple systems. The role requires strong problem-solving skills, effective communication, and collaboration with internal teams to ensure timely service and daily reporting. Attention to detail, professionalism, and the ability to work in a fast-paced environment are essential.

Essential Duties and Responsibilities

Professionally handle inbound and outbound calls with empathy, ensuring positive experiences for patients, families, healthcare partners, and drivers.

Communicate clearly with customers and internal teams, providing instructions, support, ETAs, and delivery updates.
Collaborate with cross-functional teams to ensure efficient service and optimize driver routes.
Navigate multiple software platforms to verify orders, update customer information, and manage workflow routing
Monitor order statuses and proactively address delivery and routing issues.
Apply critical thinking and problem-solving skills to resolve inquiries, delivery challenges, and routing concerns.
Accurately document all interactions and updates across multiple systems in a timely manner
Prepare and distribute daily reports and key updates to internal teams.
Responsibilities may also include other duties and tasks assigned by management to support business needs.

Qualifications

Skilled in handling sensitive patient information with discretion.
Proficient in routing, order management, and workflow coordination.
Strong multitasking and problem-solving skills in fast-paced settings.
Detail-oriented with accurate note-taking and documentation abilities.
Works independently and collaborates well with teams.
Experienced in data entry and system navigation.
Excellent verbal and written communication skills.

Preferred Qualifications

Previous experience in a call center or healthcare-related field preferred.
Availability to work flexible shifts, including evenings and weekends as needed

Attendance and Punctuality

Maintain regular and reliable attendance in accordance with company policy.
Arrive on time for scheduled shifts, meetings, and training sessions.

Communicate promptly with supervisors regarding absences or delays.
Adhere to the assigned work schedule and participate fully during working hours.
Demonstrate flexibility and accountability in meeting business and team needs.

Working Conditions / Physical Requirements

Prolonged periods sitting at a desk and working on a computer and telephone.
Frequent use of hands and fingers for typing, writing, and handling office equipment.
Ability to hear and speak clearly to communicate effectively over the phone.
Occasional standing, walking, or reaching within the office environment.
May need to lift or carry items up to 50 pounds (e.g., files, office supplies).
Regular exposure to a fast-paced, high-volume call center environment.

Compliance and Confidentiality

All employees are expected to maintain the confidentiality of patient and organizational information in accordance with HIPAA and other applicable privacy regulations, regardless of their role or access level.

Equal Employment Opportunity Commitment

National HME is committed to providing a workplace that promotes fairness, respect, and equal opportunity for all employees. Employment decisions are made based on job-related qualifications and performance, without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. This commitment to equal opportunity applies to all terms and conditions of employment, including assignments, promotions, compensation, training, and discipline.

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