Dispatcher Home Medical Equipment – Aurora Green Bay

Major Responsibilities:

·         Assigns pending orders to field staff. Dispatches orders to staff; confers with management regarding the implementation of work order requests.

·         Answers and receives all incoming calls, determines the nature of call and directs/pages them to appropriate staff member. Reschedules patients or reroutes deliveries due to staff illnesses or changes in service needs.

·         Maintains organized files on patient related information. Enters any changes on delivery documents in the patient's account. Identifies, executes and follows through to obtain signatures and proper dates on delivery documents.

·         Takes appropriate intake information from referral sources and offers equipment alternative for better patient care and reimbursement.

·         Coordinates the delivery of medical equipment including making initial contact with new patients and verifying addresses.

·         Matches new patient and returned customer delivery documents and demographic information with referral intake documents to verify completeness and consistency of information received. Confirms the completed orders in applicable system, which begins the billing process.

·         Researches and resolves patient inquiries, concerns or complaints. Researches any problems related to serialized equipment availability.

·         Analyzes and researches open orders and non-confirmed delivery tickets to identify orders that are past the scheduled delivery date but have had no delivery documentation returned. Determines if a delivery was missed, rescheduled, or duplicated and confirms delivery of orders.

·         Researches and resolves any discrepancies in order data, distributed equipment and qualifying insurance data.

·         Ensures the follow-up lists are updated and accurate according to accreditation and Medicare standards. Monitors, audits and reports quality improvement measures.

Licensure, Registration, and/or Certification Required:

·         A valid driver’s license issued by the Division of Motor Vehicles.

Education Required:

·         High School Graduate or GED equivalent

Experience Required:

·         Typically requires 3 years of experience in Durable Medical Equipment (DME) and supplies.

Knowledge, Skills & Abilities Required:

·         Good interpersonal and communication skills including strong telephone communication skills.

·         Accurate data entry capabilities and key boarding skills.

·         Basic computer skills including experience in using personal computers; including Microsoft Office or similar applications, and electronic mail.

·         Must have attention to detail and follow through skills.

·         Must be able to work independently.

·         Must possess and provide proof of a valid Driver License and a registered, functional car with adequate insurance coverage.

·         Must be able to multi-task with frequent interruptions.

Physical Requirements and Working Conditions:

·         Must be able to sit, stand and walk for prolonged periods of time to complete required filing, photocopying of materials and other related agency business.

·         Must have the physical agility to move about in confined spaces, including bending, kneeling, squatting and occasionally reaching one or two arms over head.

·         Must have the physical stamina to attend to a variety of agency duties and functions over a period of three or more hours without complete rest.

·         Must be able to concentrate on minimal and minute details with frequent interruptions and remember multiple tasks and functions over a period that extends from minutes to hours and occasionally weeks at a time.

·         Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.