Customer Service Rep

Location: 5189 Commerce Rd., Flint, MI 48507

About the role

Join a Team That Values Integrity and Service At Patriot Ambulance Service, we're not just responding to calls. We're reshaping what EMS means for Mid- and Southeast Michigan. As a fast-growing, veteran-owned company, we're driven by purpose, powered by compassion, and committed to excellence. We serve local communities with integrity, professionalism, and pride. Our management team wants you to enjoy both your time at work and at home. Family is a priority here at Patriot, and we value it as much as we value you. If this sounds like the opportunity you've been looking for, apply today! Position Summary The Customer Service Representative (CSR) serves as the first point of contact for our partner medical facilities. This role processes transport requests, gathers essential patient information, and coordinates with dispatch to ensure timely and accurate communication requests for transportation. In this role, the employee will function as a Customer Service Representative while undergoing additional certification training. This position is a very critical link and is the first point of contact for our customers, the public, hospital personnel, health care facilities, and fellow employees. The CSR must exercise common sense, good general radio operations, proper telephone etiquette, and have the ability to concentrate and assimilate information from several sources at once. Due to the high exposure to many different entities giving and requesting information, the CSR must oversee and maintain patient confidentiality while following all appropriate policies and procedures as required by the company and by federal and state laws, if applicable.

Responsibilities

• Maintain response readiness for all calls.
• Answer all telephone and radio calls in clear and understandable English and determine the nature and need of the request and perform the necessary action(s).
• Collect required transport details including, but not limited to, patient condition, pickup location, destination, timing, priority level.
• Enter transport request data into the company software accurately and quickly.
• Provide professional, courteous service and maintain strong relationships with referring health care partners and the public.
• Train toward certification and achieve certification within three (3) months of hire.
• Collect and prioritize the information regarding patients and the type of response needed, relay information to field staff and any other required parties.
• Record all required times, mileages and pertinent information through the completion of the call.
• Be able to control conversation on private calls to quickly and accurately ask all Case Entry Questions, ask Key Questions and fill out Case Entry/Key Question Form completely using approved card sets. Give instructions when possible and appropriate.
• Maintain strict confidentiality of the information obtained in the course of professional work unless required by law to divulge such information.
• Must fill out all appropriate and required logs, forms, and reports accurately and completely.
• Must enter all required data into the company software for each required response.
• Possess ability to read a map book, wall map and/or folded map and accurately interpret directions to crews. Possess ability to look up required locations on computer map programs and interpret directions to crews if necessary.
• Must have knowledge of how address systems work and how they differ between municipalities, such as villages, cities, and townships, and jurisdictions of each respective municipality. Must understand the thousand block divisions, location, and identification of municipalities of our response area.