Job Description:

Call Taker

Job Description

Call Taker

Job Description

BASIC FUNCTION: Utilizing the transportation management and phone systems the Call Taker shall receive incoming calls from members, member representatives, or medical providers requesting transportation. The Call Taker shall deliver a high level of customer service and data entry accuracy and meet set standards. ComTrans is a safety sensitive company

Job description(s) are subject to change based on business necessity

EMPLOYEE STATUS: Regular, Part-time, $16 per hour/non-exempt.

REQUIREMENTS:

Education: High School Graduate or equivalent preferred but not required

Age: All ComTrans employees must be at least 18 years old

Experience: 1 to 2 years of call center experience preferred

Work Schedule: Flexible and able to meet organizational needs. Current openings require availability during early morning, morning, afternoon, and/or evening hours. Weekend availability is required. Must live within driving distance of Milwaukie, OR.

Skills, Knowledge and Abilities:

Employee must:

Communicate effectively in English, both verbally and in writing
• Be well organized, efficient, and able to prioritize duties


• Strong time management


• Be able to utilize technology including Microsoft Office Programs, multi-line phone systems and, internal web-based programs


• Touch typing - 40wpm or more preferred


• Provide a high level of customer service to both internal and external customers


• Ability to perform in a professional, businesslike manner and to the highest standard of professional conduct


• Be detailed oriented with a high level of accuracy


• Deescalate situations effectively


• Work independently


• Work well with others


• Be a strong team player


• Use sound judgment, make timely decisions, and solve problems


• Possess exceptional follow-up skills


• Work well under pressure

Physical Requirements:
While performing duties of this job, must be able to:

• Stand, reach and extend arms


• Grasp, feel objects or controls


• Reach with hands and arms


• Talk and hear


• Able to lift at least 10 pounds


• Sit for extended periods of time


• Perform repetitive activities such as typing, using a telephone, computer mouse


• Must have adequate visual acuity as required to perform activities such as viewing a computer terminal, reading

RESPONSIBILITIES:

• Answer in-coming calls


• Monitor and respond to emails and messaging applications in a timely manner


• Utilizing trip booking and related systems to verify member information and process requests accurately and efficiently


• Provide customer with trip details and confirmation number


• Provide responsive and professional customer service at all times


• Conduct self-audits to ensure a high level of data entry accuracy


• Participate in workgroups to brainstorm improvements in efficiencies


• Meet or exceed call and data entry goals as set by Manager/Call Center Supervisor


• Adhere to work schedule (attendance is vital for this role)

REPORTING RELATIONSHIP:
This position reports to the Call Center Supervisor

MEASUREMENTS OF PERFORMANCE:

The Leadership Team will evaluate the performance contribution and effectiveness of each Call

Taker using the following criteria:

• Attendance and Reliability


• High level of customer service


• Timeliness, accuracy & completion of all duties


• Meeting data entry and call taking goals


• Activities are consistent with company policy


• Level of professionalism with internal and external customers

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer including Veterans and Disabled