Signature Health Inc. is a non-profit healthcare agency whose mission is to put good health within reach of all of our community members through comprehensive mental health, medical, and support services essential for optimizing the well-being of mind and body.  Serving patients in Lake, Ashtabula and Cuyahoga counties, we are committed to increasing access to a continuum of care while integrating behavioral and physical health well-being.  If you are passionate about making a difference then we want to talk to you.  We offer employees a dynamic, collaborative work environment along with a comprehensive range of benefit selections to support your total wellness, including several 100% employer paid benefits.

SCOPE OF ROLE

Reporting to the Director, Patient Access, the Transportation Dispatcher will provide outstanding customer service to clients and patients. You will initiate and monitor third party ride share transactions, schedule transports, manage service records and analyze transportation data components. The Transportation Dispatcher will diligently correspond on transportation activities between Signature Health employees, clients and patients.

HOW YOU’LL SUCCEED ____________________________________________________________________

• Create an excellent first impression and experience for clients and patients assisting with their transportation needs allowing them to attend their scheduled appointments at Signature Health.
• Provide high quality customer service and answer transportation related inquiries in person and on the phone.
• Initiate and monitor third party ride share transactions, schedule transports, manage service records and analyze transportation data components.
• Document and maintain data records for client and patient transportation history including communications between Signature health staff.
• Demonstrate understanding and adherence to the Signature Health transportation protocol and standard operating procedures (SOPs).
• Demonstrate professionalism and act as a transportation liaison for all Signature Health employees.
• Work efficiently when monitoring incoming transportation requests ensuring appropriate services are provided in a timely manner.
• Comply with all agency policies and procedures.
• Maintain all aspects of HIPAA, promoting patient confidentiality and right to privacy.
• May be required to perform remote services as determined by Signature Health.
• Adherence and completion of compliance training provided by Signature Health.
• Responsible for and completes all productivity/documentation requirements.
• Participate in all assigned staff meetings and staff development programs.
• Demonstrate appropriate attendance and punctuality in adherence with Signature Health policies.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE ______________________________________________________________

• High School Diploma or equivalent required.
• 1-3+ years’ experience in a call center or relevant role required.
• Associate’s or Bachelor’s Degree in Social Services preferred.
• Valid Ohio driver's license and good driving record.
• Fluency in writing, speaking and interpreting both in English and Spanish (preferred).
• Strong proficiency with Microsoft Office Excel.

COMPETENCIES ____________________________________________________________________________

• Communication
• Customer Service
• Initiating Action
• Technology Savvy
• Time Management
• Valuing Differences

WORKING CONDITIONS ___________________________________________________________________

• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Designated place to work from home. The first six weeks of employment are on-site for the initial training period.
• Requires periods of sitting, standing, telephone, and computer work.
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

ADDITIONAL INFORMATION ______________________________________________________________

• FLSA Status: Non-Exempt
• Internal Job Code: 1404
• Revenue Status: Non-Revenue Generating
• Last Revision Date: 03/24/2022

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy and the Federal COVID-19 Vaccination Mandate.  Both policies require employees to obtain and provide documentation of the respective vaccinations. Medical and/or religious exemptions may be requested, with proper supporting documentation, and will be review by the designated Signature Health Review Committee(s). Exemption requests are not guaranteed to be approved.