Emergency Dispatch Position Available - Multiple Openings!

San Antonio TX

Description

ABOUT THE TEAM The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support. ABOUT THE JOB As an Urgent Response Agent, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service. The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations. Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action. RESPONSIBILITIES • Respond to high volume of emergency and non-emergency inbound requests for assistance • Maintain a customer focus by listening actively and maintaining composure • Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies • Mentor newly hired staff to provide a richer and practical onboarding experience • Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency • Create accurate logs of all communications for the purpose of assuring the general safety of customers • Update and maintain confidential service and personal health data provided by customers. • Identify and promptly report service and equipment malfunctions to 5Star leadership • Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification • Adhere to all Federal and State regulations as they pertain to the assigned program – such as information security & privacy (i.e., CPNI, HIPAA, and FDA’s 501K Clearance issues) • Other duties as assigned QUALIFICATIONS Education: High school diploma or GED required Certification: Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire Experience: • Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required Knowledge/Skills/Abilities: • Computer skills including typing and prior experience using Microsoft Office Suite • Knowledge of CPNI, HIPAA, and FDA’s 501K Clearance issues Personal Attributes: • Ability to maintain composure in a stressful environment • Timely decision making skills • Listening skills • Written communication skills • Patient • Action oriented • Ability to set priorities and stay focused • Communication skills • Problem solving skills • Compassionate To learn more and apply go to our website: