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Job Title Customer Service Representative
Location San Leandro, CA
Department Communications Center
FLSA Status Non-Exempt
Shifts hiring Full-time


Customer Service Representative

Are you interested in a career in Emergency Medical Services? Do you thrive in fast-paced environments and motivated by making a difference? Are you looking for a fun and supportive environment where you can apply your awesome communication and technical skills? Come join the Royal family in our award-winning call center where we can help you gain the skills you need to further your career as an Ambulance Dispatcher or 911 Dispatcher!

 

Responsibilities:

  • Answers multiple phone lines, gathers critical and detailed information and provides courteous and professional customer service to our callers. Routes calls to the appropriate person or department as needed. 
  • Logs detailed patient and customer information into our system. Makes updates and changes as required. Proactively communicates changes to Call Center Team, to ensure appropriate delivery of our services. 
  • Confirms same day and following day, pre-scheduled patient information within our system and by proactively calling our customers, such as appointment times and pick up times. 
  • Conducts necessary follow ups with our customers and requests needed documentation for our Billing Department. 
  • Proactively keeps customers updated on the anticipated schedule such as our EMT estimated time of arrival; addresses customer concerns as needed, and coordinates with Dispatchers to provide alternative solutions. 
  • Provides timely feedback to the Communications Center Supervisor and Team regarding service failures or customer concerns
  • Participates in Royal's collaborative approach of customer recovery analysis and makes recommendations on customer service improvement initiatives or internal and departmental policy changes and improvements.
  • Memorizes hospital and facility addresses in all counties we operate in.
  • Reacts quickly, efficiently and calmly in an emergency situation and works with the Dispatchers and Operations Department to implement an effective course of action.
  • Maintains confidentiality regarding any patient information in accordance with HIPAA regulations, as well as any sensitive company and employee information
  • Demonstrates and supports Royal's Mission, Values and Quality Standards

 

Skills/ Requirements:

  • Must have full-time availability to work weekends and holidays as needed
  • At least 1-year experience in a call center environment is preferred, but not required
  • Basic computer proficiency (typing speed of 35+ wpm, MS Office and internet)
  • Excellent written and verbal communication skills
  • Outstanding customer service skills, including a pleasant and professional telephone manner 
  • Must be able to work in a team environment, as well as work independently with little supervision
  • Quick learner and ability to multi-task in a fast-paced environment
  • Positive upbeat attitude, enthusiastic and compassionate
  • Must be punctual and reliable 
  • Self-starter with strong problem-solving skills
  • High level of initiative and the ability to make sound decisions independently
  • Strong ability to communicate and coordinate calls effectively
  • Experience in medical terminology preferred, but not necessary as training will be provided

 

Benefits:

  • Major Medical, Dental, Vision, with a portion of your premium covered by Royal
  • 401k Retirement Plan with Matching
  • Paid Vacation and Sick Time-off
  • Work with the latest in technology for digital dispatching and communication 
  • Work in a safe location with 24-hour monitored security (audio and video) 
  • Continuous on-the-job training 
  • Centrally located in the East Bay with easy access to 880 and 580 freeways

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