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Job Title Stanford Customer Service Coordinator
Location ProTransport-1
Department Communications
FLSA Status Non-Exempt


 

POSITION:                 Customer Service Coordinator

REPORTS TO:          Customer Service Manager

FLSA STATUS:         Non-Exempt

TYPE:                         Regular full-time

 

Job Summary:

Under general supervision of the Communication Center Manager, and/or Comm Center Lead, the Customer Service Coordinator is responsible for answering and triaging all communications from the Transfer Center and coordinating an appropriate resource to meet our customers’ needs. This position bridges the gap between Dispatchers and Stanford’s Transfer Center Specialists. In a Customer Service role, you will be responsible for maintaining abundant coverage of necessary resources with tools provided during training as well as supporting the Transfer Center for Stanford Medical Center with additional tasks to ensure smooth and safe transportation of all the patients. As the “Face of the Company” a positive, empathetic and professional attitude is essential.

 

Essential Duties & Responsibilities:

  • Demonstrate exceptional customer service skills with both internal and external customers
  • Always maintain a calm and professional demeanor
  • Demonstrate ability to communicate clearly and professionally both verbally and in writing
  • Develop a high degree of familiarity with the Stanford/Palo Alto service area
  • Maintain a high degree of familiarity and demonstrate compliance with all established Company and customer policies and procedures as they apply to coordination of patient referral and transport
  • Demonstrate the ability to take direction, work independently and as part of a group
  • Operate a computer terminal and demonstrate proficiency with the Microsoft Office Suite
  • Operate multi-line computerized phone system
  • Document all phone transactions using a computer aided dispatch (CAD) program
  • Work alongside the transfer center staff within the Stanford Medical Center campus
  • Coordinate with Stanford Medical Center originating requests with area specific Dispatcher.
  • Assists Case Management, unit clerks and nursing staff in all transportation needs
  • Manage crew, team, patient safety and location via GPS tracking
  • Communicate with area specific Dispatcher of changes, prenotifications and resource needs
  • Identify areas of improvement
  • All other duties as assigned

 

Minimum Qualifications:

  • High school diploma or equivalent
  • Customer Service background with emphasis on Customer Satisfaction and problem solving
  • Ability tomulti task
  • Must be able to sit at a computer terminal for an extended period while wearing a telephone headset
  • Interest in Health Care or background in EMS
  • Ability to type a minimum of forty (40) words per minute

 

Preferred Qualifications:

  • 1+ years of Customer Service in a healthcare setting
  • Medical terminology
  • Transfer Center or Call Center experience
  • Dispatcher experience

 

Additional Requirements:

  • Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening
  • Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and perform role efficiently and consistently during shifts
  • Able to rotate shift assignments as needed and/or required based on operational need

 

Physical Requirements:

  • Must be able to sit for an extended period of time
  • Requires frequent repetitive hand movements, standing, walking, reaching and grasping
  • Must be able to hear and communicate clearly to perform job duties in person and over the telephone
  • Adequate vision required to be able to read information from printed sources and computer screens

 


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