TMG - Communications Specialist

TMG Communications Specialist

Las Vegas NV

The Communications Specialist is responsible for managing incoming nonemergency medical transport calls within the organization. This role ensures efficient and effective communication between callers account holders hospitals and/or response teams. The ideal candidate will have excellent customer service skills attention to detail and possess the ability to manage multiple tasks simultaneously in a fastpaced environment (such as a hospital or dispatch center).

Main Job Tasks and Responsibilities:

• Respond promptly to inbound phone calls direct messages emails and faxes.
• Communicate clearly and effectively with clients hospital staff account holders Transporters and leadership.
• Leverage your comprehensive knowledge of Las Vegas and surrounding areas to make accurate and efficient dispatch decisions for transports.
• Monitor GPS Vehicle Tracking software throughout your shift to optimize decisionmaking for transport efficiency.
• Manage open reservations using our reservation software including inputting new reservations as needed.
• Oversee all communications within your assigned territory.
• Accurately record and maintain files of client requests services rendered charges expenses inventory and other dispatchrelated information.
• Document any transporterrelated concerns.
• Notify Transporters of potential traffic delays including construction weather conditions or road closures.
• Ensure adequate coverage of transporters and staff to fulfill scheduled rides each shift.
• Maintain professional and effective communication with clients and staff.
• Follow all company policies and procedures as outlined in the employee handbook.
• Deliver timely and accurate customer service ensuring the highest level of satisfaction
• Maintain a calm and professional demeanor over the phone at all times
• Work closely with drivers to ensure location accuracy and being able to provide ETAs ondemand
• Monitor and plan for willcalls to be activated expedite waiting times ensure drivers are on task
• View and edit trips add trip notes view driver notes verify who the trip has been assigned to all while understanding the call type priority response and transport response
• Create routes based on pickup and drop off locations
• Ability to use utilize dispatch software to document patient files in detail confirming willcalls dispatch the closest driver monitor trips in progress and clear dispatch grid at end of shift
• Works cooperatively with medical/nursing staff at patientcare facilities to optimize patient transport
• Maintain a high standard of accountability and professionalism while demonstrating an excellent standard of care and exemplary customer service
• Perform additional duties as assigned.

The Ideal Candidate Will Have:

• Strong time management prioritization and organizational skills with the ability to handle multiple priorities under pressure.
• Excellent communication abilities (verbal and written) and active listening with a focus on clear effective information retention.
• Adaptable to change with strong critical thinking and decisionmaking skills ensuring wellinformed choices.
• Proven ability to maintain client confidentiality (HIPAA compliance) and resolve conflicts professionally.
• Collaborative team player highly detailoriented and technologysavvy with strong planning and forecasting abilities.

Qualifications:

• 2 years of experience in a dispatch center call center highdemand customer service or related field.
• Proficient in Microsoft Office Suite (Outlook Excel Word MS Teams PowerPoint).
• High school diploma or equivalent required.
• Extensive knowledge of Reno and surrounding areas.
• Familiarity of Las Vegas and outlying areas is preferred.
• We encourage applications from experienced techsavvy clientfocused professionals with the ability to quickly learn and adapt to new information.
• Veterans encouraged to apply

Reporting:

Reports directly to the TMG Customer Success & Quality Assurance

Job Type: Fulltime

Salary: $19.00 $24.00 per hour (Commensurate with Experience)

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Dispatching: 1 year (Preferred)
• Transportation/Call Center: 1 year (Required)
• Language:
• English (Required)
• Spanish (Preferred but not required)

Ability to Commute:

Las Vegas NV 89118 (Required)

Work Location: In person/OnSite