Healthcare Dispatch, Customer Service Support

• Handle incoming calls and assist patients with enquiries, registration, and intake procedures
• Capture patient information accurately and update records in relevant healthcare systems
• Ensure patient details and required documentation are complete and up to date
• Coordinate and dispatch technicians based on appointment schedules, availability, locations, and service requirements
• Monitor technician schedules and routes, adjusting them when appointments change or unexpected issues arise
• Use routing platforms to coordinate daily activities and efficient travel between appointments
• Communicate schedule changes and dispatch updates to technicians and internal teams
• Track outstanding appointments, delays, and scheduling issues for appropriate follow-up
• Schedule, confirm, and update patient appointments
• Maintain accurate records across multiple platforms
• Monitor pending tasks and follow up on outstanding administrative requirements
• Coordinate communication between patients, technicians, and internal teams
• Assist with transition to an integrated routing platform as new systems and processes are introduced
• Follow procedures for handling clinical information and escalate matters requiring clinical input
• Provide clear instructions and direct patients to appropriate teams
• Support timely, professional, and respectful patient service

• Previous experience in healthcare administration, patient coordination, medical intake, dispatching, scheduling, or call-center operations
• Strong telephone communication and customer service skills
• Excellent data-entry accuracy and attention to detail
• Ability to coordinate multiple appointments, technicians, and competing priorities simultaneously
• Strong organizational and problem-solving skills
• Ability to adapt quickly when routes, schedules, or patient requirements change
• Comfortable working with multiple software platforms and learning new integrated systems
• Reliable follow-through and the ability to work independently
• Availability to work agreed shifts, including overnight hours and weekends
• Experience with eClinicalWorks (ECW), proprietary intake and dispatch platforms, Onfleet or similar routing software, integrated routing platforms, and communication tools is preferred
• Ability to communicate patiently and respectfully with patients from diverse backgrounds, including those with limited English proficiency