Customer Service Representative
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Job Location:
San Leandro, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Customer Service Representative serves as the primary voice of the organization within the Communications (Call) Center. This entry-level role supports interfacility transport operations by handling incoming calls from hospitals healthcare facilities patients and partner dispatch centers.
Working alongside Dispatchers this position is responsible for triaging transport requests coordinating logistics and ensuring accurate and timely communication. This role directly contributes to the patient experience and continuity of care by facilitating efficient and professional transport coordination.
Impact of the Role: This role plays a vital part in the healthcare continuum by ensuring patients are transported safely and efficiently between facilities. The Customer Service Representative directly influences the quality of patient care and customer satisfaction by delivering accurate coordination clear communication and responsive service.
Essential Functions
- Answer high-volume multi-line phone systems and provide courteous professional customer service
- Receive calls from hospitals healthcare facilities patients and partner dispatch centers requesting transport services
Triage transport requests by gathering detailed patient clinical and logistical information
Accurately log update and maintain patient and customer information in dispatch systems
Collaborate closely with Dispatchers on nearly every request to coordinate transport logistics and resource allocation
Proactively communicate updates delays and changes in transport status (including ETA updates) to customers
Confirm same-day and next-day scheduled transports including appointment and pickup times
Conduct follow-up calls to customers and obtain required documentation for internal departments such as Billing
Address customer concerns in real time and coordinate with Dispatch to identify solutions or alternatives
Route calls to appropriate departments when necessary
Provide timely feedback to leadership regarding service issues delays or customer concerns
Participate in customer service improvement initiatives and contribute to process and policy enhancements
Develop and maintain knowledge of hospital and facility locations within service areas
Respond quickly calmly and effectively in urgent or high-pressure situations
Maintain strict confidentiality of patient information in compliance with HIPAA regulations
Support and uphold company mission values and quality standards
Qualifications
High school diploma or equivalent required
Call center or customer service experience preferred (1 year ideal but not required)
Healthcare EMS or medical terminology knowledge is a plus (training provided)
Basic computer proficiency including typing (35 WPM) Microsoft Office and internet use
Ability to learn dispatch and call management systems quickly
Work Requirements
Full-time availability required including weekends and holidays
Ability to remain calm and effective under pressure and during emergency situations
Core Skills & Competencies
Excellent verbal and written communication skills
Strong customer service orientation with a professional and empathetic phone presence
Ability to multitask and prioritize in a fast-paced high-call-volume environment
Strong organizational and time-management skills
Critical thinking and problem-solving abilities
Ability to work both independently and collaboratively within a team
High attention to detail and accuracy
Positive upbeat and compassionate attitude
Reliable punctual and dependable
Self-starter with initiative and sound decision-making skills
Required Experience:
Unclear Seniority
Key Skills
About Company
Royal Ambulance provides top-tier ambulance transport services in California. Trusted, reliable, and dedicated to your health and well-being.
