Lead, Dispatcher

About the role

At AdaptHealth we offer full-service home medical equipment products and services to empower patients to live their best lives – out of the hospital and in their homes. The Lead, Dispatcher serves as a subject matter expert responsible for assisting leadership with oversight of the team, providing feedback, training, and guidance to ensure staff follow department protocols. This individual handles escalated phone calls from patients or insurance companies, works closely with supervisors to develop process improvements, and is responsible for learning the entire front-end process to ensure successful service for patients. The Dispatcher routes all orders for regional branch deliveries, coordinates delivery schedules with operations staff to achieve timely delivery goals, uses IT systems to document patient communication, and assigns appropriate delivery volumes per staff member to achieve productivity targets.

Responsibilities

• Mentor, guide, and provide oversight assistance to the team
• Apply subject expertise in evaluating business operations and processes
• Identify areas where technical solutions would improve business performance
• Consult across teams, provide mentorship, and contribute specialized knowledge
• Demonstrate techniques and documentation to streamline production processes
• Identify team member strengths and opportunities and report findings to supervisors
• Respond to internal inquiries for coaching assistance via subject matter expert queue, office communicator, and email
• Assume responsibility for resolving team member escalations by working with multiple business partners while maintaining consistent communication
• Coach others on navigating systems to find information needed for patients and calls
• Assist with training new employees and addressing escalated customer questions and concerns as a Subject Matter Expert
• Manage every ticket (delivery, pick-up, service) daily, create sensible routes for each Medical Equipment Technician, and ensure all stops are completed
• Develop and maintain working knowledge of current HME products, services, and applicable governmental regulations
• Clear all routes daily with delivery technicians to ensure all stops are completed
• Address non-printed orders to determine order status
• Screen every ticket for mistakes and address them with Management and/or the person responsible for creating the order
• Create sensible routes for every delivery technician that meet window blocks and/or customer or referral source expectations while operating within budget
• Develop best processes to handle incomplete orders and communicate to all applicable parties
• Make outbound calls to customers and patient service technicians for scheduling and routing with focus on extraordinary customer care
• Partner with teams who enter tickets to deliver extraordinary customer care, communicate issues, verify delivery details, and create solutions
• Verify delivery/pick-up details and communicate information to patient service technicians and couriers
• Achieve or show progression toward positively impacting regional goals including productivity, decreasing cost per delivery, and decreasing mileage per route through efficient routing
• Track all orders and confirm daily delivery or follow up and track for appropriate time frames including checking log line
• Ensure confidentiality of patient care information and documentation
• Document patient communication regarding deliveries achieving 98% compliance or show steady progression toward meeting
• Become familiar with all personal safety and infection control practices and procedures
• Account for all tickets, create routes, clear routes, and ensure all stops are completed
• Develop best practice processes and procedures for the position including zoning, routing/re-routing, dispatching, staging, loading/unloading, handling emergencies, same-day orders, and modes of delivery

Skills

• Decision making
• Analytical and problem-solving skills with attention to detail
• Ability to adapt and be flexible in a rapidly changing work environment
• Strong verbal 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 technical aptitude to understand flow of data through systems and system interaction

Requirements

• High School Diploma required; Associate degree preferred
• Three (3) years' work experience in health care administrative, financial, or insurance customer services, claims, billing, call center, or management regardless of industry required
• Two (2) years HME claims experience preferred
• Exact job experience 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