GENERAL SUMMARY:

Leads and participates in day-to-day activities of dispatchers and fleet maintenance by performing combinations of the following activities: monitoring and answering client calls and dispatching appropriate drivers, coaching other dispatchers in real time on client call and dispatching deficiencies, coordinating flow of out-going client supplies with other dispatchers and couriers, and leading all aspects of fleet maintenance and repair with internal and external stakeholders. Performs all the duties of a Courier when needed.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Responsible for providing excellent customer service to internal and external customers and clients by exhibiting and maintaining proper phone etiquette when receiving dispatch calls.

3. *Leads new dispatcher training of medical courier system and coaches to deficiencies of other regular dispatch team members regarding dispatch call etiquette, dispatch procedures, and routine courier monitoring through medical courier system.

4. * Coordinates with courier trainers to schedule new courier training on all applicable routes and update training materials as needed.

5. *Maintains an accurate list of phone calls on the dispatch call log.

6. *Assists in analyzing staffing needs, maintaining staff schedule, and coordinates coverage of routes with PRN courier pool or external courier vendors.

7. *Schedules and coordinates any external maintenance, repairs, estimates, insurance claims or transport of company vehicles to external vendors for service.

8. *Maintains the repair, maintenance, and supply budget for department’s fleet of vehicles.

9. *Assigns vehicles to couriers to appropriately maintain consistent mileage across fleet of vehicles.

10. *Orders basic replacement or care products for vehicles (windshield fluid, air filters, glass cleaner, etc.).

11. Assists with staffing of courier routes, as needed.

12. Transports specimens and other materials to various client offices and laboratory sites via automobile. Maintains a log of items received and delivered.

13. Functions as a specimen tracking “super-user.”

14. Maintains confidentiality of patient and specimen information.

15. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

16. Participates in meetings, committees and department projects as assigned.

17. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*.” Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of computer hardware equipment and software applications relevant to work functions.

2. Knowledge of vehicle maintenance and repair requirements.

3. Ability to communicate effectively both verbally and in writing.

4. Ability to perform crucial conversations with desired outcomes with internal or external stakeholders.

5. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.

6. Ability to problem solve and engage independent critical thinking skills.

7. Ability to maintain confidentiality relevant to sensitive information.

8. Ability to prioritize work demands and work with minimal supervision.

9. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High School diploma or equivalent required. Minimum of one (1) year experience as a Dispatcher required.

OTHER CREDENTIALS / CERTIFICATIONS:

Valid driver’s license required. Verification and maintenance of responsible driving record per facility standards required.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or a greater than negligible up to 10 pounds of force constantly to move objects.