Dispatcher

Description:

CORE VALUES

The core values of Community Health Center of Southeast Kansas, Inc. (CHC/SEK) are dignity and stewardship. Each staff member is expected to perform their job duties in a way that preserves dignity for our patients and maintains good stewardship of CHC/SEK’s resources.

GENERAL DESCRIPTION OF POSITION

This position will focus improving access to care by scheduling and dispatching for the Transportation Program. Performs scheduling, routing and dispatching duties; operates a variety of office equipment and communication equipment, including telephone and scheduling systems; creates, maintains, and monitors computerized driver manifests/schedules; and responds to requests for services and provides information to passengers.

Requirements:

ESSENTIAL DUTIES

• Answers incoming calls, voicemail, and electronic requests in a timely and professional manner, ensuring responsiveness to patients, staff, and community partners.
• Accurately schedules, updates, and reschedules transportation appointments within the designated scheduling system while adhering to established policies and procedures.
• Collaborates with drivers, agency staff, and external partners to coordinate transportation services and secure alternative transportation options when internal resources are unavailable.
• Demonstrates professionalism, empathy, and respect, using excellent customer service skills while assisting clients, maintaining a positive experience and addressing transportation needs effectively.
• Completes clerical tasks including multi-line phone management, data entry, documentation, and maintaining accurate scheduling records.
• Professionally adjusts to schedule changes, urgent requests, and evolving daily transportation needs in a fast-paced environment.
• Reviews trip logs and scheduling information to identify opportunities to improve transportation flow, efficiency, and service delivery.
• Supports onboarding and training of new or substitute dispatchers on scheduling processes, system usage, and transportation procedures.
• Follows established safety procedures, transportation guidelines, and organizational policies in all aspects of scheduling and coordination.

The essential functions listed are not an exhaustive list of every task the employee is required to complete. Employees are expected to perform all other duties as assigned.

QUALIFICATIONS

• Previous dispatching experience with communication, organization, and time management skills preferred.
• Bilingual in Spanish preferred.
• High School Diploma/GED, Associates degree preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Social and cultural sensitivity appropriate to ethnically and economically diverse patient-and employee-base.
• Demonstrate knowledge of the rationale of appropriate patient care.
• Must be organized and able to manage/prioritize tasks to meet deadlines, adapts to change in a positive manner, able to work as a part of a team.
• Communicates through appropriate channels. Use proper chain of command for patient complaints.
• Ability to handle emergency situations calmly and effectively.
• Must be computer literate, especially with Microsoft Office products and be proficient with the Electronic Health Record software.
• Must be able to maintain good inter-personal relationship with co-workers and other members of the health care team and the organization.
• Provide customer service in accordance to the organization’s mission.
• Be courteous and respectful when interacting with patients and family members.
• Maintain patient, client, and business confidentiality in accordance to organization’s policy and procedure and HIPAA requirements.
• Ability to handle stressful situations while maintaining excellent customer service.
• Ability to follow oral and written directions.
• Must be passionate about helping others.

WORKING CONDITIONS

While performing the duties of this job, the employee is regularly required to sit, up to entire shift. Occasional standing, walking, bending, and reaching may be required. Requires manual dexterity for keyboarding and data entry. Must be able to operate a computer, multi-phone system, and scheduling software. Employee is required to talk and hear using headset, phone, and during in-person conversations. Work is performed in a high-volume environment that requires multitasking, prioritizing requests, and responding quickly to changing transportation needs. Regular exposure to high demand, high volume, last minute changes, requests, cancellations, and urgent needs that require quick problem-solving with frequent interruptions and changing priorities. Requires sustained concentration to accurately schedule