Dispatch Operator - Customer Service Representative

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As a qualified nonprofit agency operating within the AbilityOne program, ServiceSource hires persons with significant disabilities. For the majority of direct labor positions, ServiceSource will obtain documentation of a significant disability as per the JWOD Act.

Dispatch Operator | Rocky Mountain Regional VA Medical Center in Aurora, CO
$17.75/hr and $4.93/hr in Health and Welfare benefit

About the Role:
Are you calm under pressure and passionate about helping others? As a Dispatch Operator - Customer Service Representative at ServiceSource, you'll be at the heart of patient care coordination at the Rocky Mountain Regional VA Medical Center. In this fast-paced role, you'll manage incoming calls, dispatch transport staff, and ensure patients get where they need to be-safely and efficiently. Your communication skills and attention to detail will directly support the health and wellbeing of our nation's veterans.

Why Join Us? At ServiceSource, we're committed to your success and wellbeing. Our benefits include:

• Stability & Purpose: Join a mission-driven team supporting veterans in a vital healthcare setting.
• Comprehensive Benefits:$4.93/hr in health and welfare pay can be used to cover insurance and retirement, or taken as cash (if proof of approved insurance can be provided)
• Supportive Environment:Work in a collaborative, team-oriented setting where your contributions truly matter.

Job Summary

The Customer Service Representative - Dispatch plays a critical role in the coordination of patient transport services within the VA Medical Center. Operating in a fast-paced, high-volume environment, this position is responsible for answering incoming calls via the hospital's switchboard, receiving and processing patient transport requests, and dispatching transport staff accordingly. The representative ensures timely, accurate, and courteous communication with clinical staff, transporters, and other hospital departments to support efficient patient flow and high-quality care.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Answer and manage high volumes of incoming calls through the hospital's switchboard and dispatch lines.
• Receive, document, and prioritize patient transport requests using dispatch software and established protocols.
• Coordinate and dispatch transport staff to ensure timely patient movement throughout the facility, usually within one (1) minute of request.
• Communicate effectively with clinical teams, transporters, and other departments to relay instructions and resolve issues.
• Monitor the status of active transport requests and follow up as needed to ensure completion.

Additional Responsibilities

• Maintain accurate records of transport activity and call logs in accordance with hospital policies.
• Provide excellent customer service to hospital staff, patients, and visitors via phone and in-person interactions.
• Assist with data entry, reporting, and performance metrics related to transport operations.
• Support the sanitization and tracking of transport equipment when needed.
• Serve as a backup for other dispatch or administrative roles during peak times or staff absences.
• Adhere to all hospital policies regarding confidentiality, safety, and professional conduct.
• Perform other responsibilities as assigned

Qualifications: Education, Experience, and Certification(s)

• High school diploma or GED equivalent required.
• Proficiency in English; bilingual abilities are a plus.
• Experience working with a PC in a Windows-based environment is required.
• Must successfully pass a federal background check with FBI Department of Homeland Security.
• Heartsaver/CPR certification from the American Heart Association (AHA) must be obtained upon hire.
• Must have flexible availability, including weekends and holidays, to meet hospital operational needs.

Knowledge, Skills, and Abilities

• Excellent verbal communication and active listening skills.
• Strong interpersonal and customer service abilities, with a professional and courteous demeanor.
• Proven ability to work effectively as part of a team.
• Ability to meet and maintain performance standards and key performance indicators (KPIs) as defined by the contract.
• Proficient in general typing and data entry tasks.
• Strong multitasking and organizational skills, with the ability to manage high call volumes.
• Ability to remain calm, composed, and professional in high-pressure or fast-paced situations.
• Familiarity with dispatch or scheduling software is preferred.
• Comfortable navigating and utilizing PC-based systems and applications in a Windows environment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; reach with hands and arms; and talk or hear. The employee is occasionally required to walk and sit. The employee may occasionally lift or move products and supplies, up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

What We Offer - for Benefit Eligible Employees May Include:

Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans.

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars.

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.

• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person's race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information