TITLE: HPP Dispatcher
PAY RATE: $18 - $22 per hour
LOCATION: 35 West 35th Street New York, NY 10001
EMPLOYMENT TYPE: Full-Time, hourly
SCHEDULE: - Sunday-Wednesday - 9 AM - 8:30 PM
- Thursday-Saturday - 9AM - 8:30 PM
BENEFITS: 401K, Medical, Dental & Vision Insurance (with company contribution), paid time off for full-time employees.
About DocGo: DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.
RESPONSIBILITIES: - Receive, Review, Prioritize, dispatch calls in our proprietary CAD system.
- Track all calls and interactions in our CRM (customer relationship management) system with an attentive focus to dispatch processes.
- Your primary role is coordinating the shifts of mobile health clinicians and visits of patients, while maintaining consistent communication with patients, prospects, support, and clinicians.
- Receive, prioritize, and dispatch visits using proprietary DARA platform.
- Coordinate appointments including cancelations, no shows, and follow-up related work.
- Provide top-tier service to medical staff, the public, and your peers.
- Gather necessary patient information from patient support and outreach call center agents.
- Maintain a professional demeanor in the office and while on the phone.
- Dispatch units to scheduled visits to ensure an appropriate level of quality service.
- In the event of a unit(s) delays: you are to maintain periodic notification to patients affected by a delay, offering immediate reschedule if cancellations occur.
- In case of visit cancellation: you are responsible for notifying field staff, offering openings to patients scheduled (considerations taken on route and priority), mitigate visit losses, and offering next available appointment slots.
- Reporting priority dispatch needs, and open task pass off before end of shift.
- Provide courteous, helpful, and professional customer service when dealing with patients, co-workers, supervisors, and the public.
- Be flexible, as healthcare operates on a 24-hour clock - your work shift schedule may vary due to the nature of the business.
- Additional tasks assigned as needed.
QUALIFICATIONS: - High school diploma or general education degree (GED).
- Dispatch, healthcare, and/or operations monitoring background is preferred.
- Tech-savvy with knowledge of computer-aided dispatch software (CAD).
- Experience with CRM systems, such as Salesforce and hospital EMRs is preferred.
- Knowledge of procedures and guidelines for emergency situations.
- Excellent verbal, organizational, and communication skills.
- Comfortable working in a fast-paced environment and able to pivot work focus as priorities shift, based on the needs of the business.
- Spanish speaking (preferred)
EEO/AAP Statement: DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of the position.