Dispatcher/Customer Service Representative

SUMMARY : Responsible and accountable for the daily implementation of the System Status Plan. Effectively and professionally provides communications and dispatch services for Airport Express, Vital Transportation, MedRide & OCCT. DUTIES AND RESPONSIBILITIES : Utilizes system status management computer system which monitors, updates, and controls the location and movement of units. Receives incoming non-emergency calls and promptly ascertains proper levels of response; allocates resources to match dynamic system demands. Dispatches and maintains radio communications with units. Monitors and documents response times of units. Maintain the cleanliness of the dispatch center and work area. Follows all Airport Express, Vital Transportation, MedRide & OCCT. guidelines for customer service. Maintain patient confidentiality Investigates and reports all response time exceptions. Answers requests and dispatches medical support personnel. Completes and submits daily status reports, including response time exceptions, response time reliability, exception percentages (by zone and for overall system), and unusual incidents as requested. Monitors system performance and communicates system demands to field while recognizing the needs, capabilities, and limitations of field personnel. Responsible for complying with all local, state, and federal employment laws and company policies (i.e., Americans with Disability Act, Affirmative Action Plan, etc.). Comply with continuing education requirements and maintain all licenses and certifications required by Airport Express, Vital Transportation, MedRide & OCCT. Function as public relations representative when dealing with facilities/customers, agencies, etc. Responsible for adhering to all company & departmental policies and procedures. Perform other related duties as required.