AMERICAN HEALTH ASSOCIATES, INC. is a premier clinical laboratory servicing over 3500 long-term care facilities. AHA is the fastest growing independent laboratory in the nation, currently offering services in FL, DE, GA, IL, IN, KY, MA, MD, MI, MO, MS, NC, OH, PA, SC, TN, VA, and WDC. By investing in technology and a skilled work force, we can offer a superior program focused on serving the long-term care industry.

AHA’s Dispatcher/Customer Service is responsible supporting the overall function of the Client Solutions Department and maintaining quality customer service and satisfaction. Work involves evaluating orders and client requests for draws, establishing priorities, and dispatching the work based on necessity, time restraints, phlebotomist availability, established procedures and other factors such as knowledge of client operations, expectations, and locations. AHA’s Dispatcher is expected to demonstrate extensive communication skills working with various personnel from other departments and to exercise good judgement under pressure while multitasking.

JOB RESPONSIBILITIES:

• Must operate and utilize computer-based systems, 2-way phones and other tools to effectively communicate and route Phlebotomists and Couriers to client facilities.
• Responsible tracking and routing Phlebotomists to closest client facility sites in a timely manner.
• Evaluate incoming calls and order requests to determine the nature and priority of the call request, and dispatch properly.
• Give directions, scheduling, receiving and input of requests for draws, pick-ups, add-ons, cancellations and rescheduling due to UTO’s/refusals, and other changes.
• Responsible for monitoring and making continuous effort to improve operations, decrease turnaround times in dispatching out Phlebotomists to client sites as well as giving directives when to return to lab or dropping off at hospital.
• Responsible for managing STAT turnaround times, keeping track of proper paperwork involved, securing requisitions, and calling to confirm results received could also be a part of this job.
• Heavy communication and consulting with Phlebotomy Supervisors, Team Leads, Phlebotomists and Couriers verifying schedules, passing on client complaints, and rescheduling due to call offs, etc.
• Communicate to Managers and Supervisors to resolve and complete overlapping issues, concerns, verifying schedules are required.

QUALIFICATIONS:

• 1-year experience dispatching, preferred.
• Coding experience desired.
• Knowledge of ICD10 and CPT coding, a plus.
• Excellent customer service, phone etiquette, and effective communication skills are required; Duties require multitasking, troubleshooting, fact finding, and making good decisions.
• Medical background, training, and/or experience, preferred.
• Ability to read and use mapping tools, required.

If you are qualified and interested in this position, please submit your updated resume, and give us a chance to learn more about you!

AHA is proud to be an Equal Opportunity Employer!