TMG - Communications Specialist

TMG - Communications Specialist

Las Vegas, NV

The Communications Specialist is responsible for managing incoming non-emergency medical transport calls within the organization. This role ensures efficient and effective communication between callers, account holders, hospitals, and/or response teams. The ideal candidate will have excellent customer service skills, attention to detail and possess the ability to manage multiple tasks simultaneously in a fast-paced environment (such as a hospital or dispatch center).

Main Job Tasks and Responsibilities:

• Respond promptly to inbound phone calls, direct messages, emails, and faxes.
• Communicate clearly and effectively with clients, hospital staff, account holders, Transporters, and leadership.
• Leverage your comprehensive knowledge of Las Vegas and surrounding areas to make accurate and efficient dispatch decisions for transports.
• Monitor GPS Vehicle Tracking software throughout your shift to optimize decision-making for transport efficiency.
• Manage open reservations using our reservation software, including inputting new reservations as needed.
• Oversee all communications within your assigned territory.
• Accurately record and maintain files of client requests, services rendered, charges, expenses, inventory, and other dispatch-related information.
• Document any transporter-related concerns.
• Notify Transporters of potential traffic delays, including construction, weather conditions, or road closures.
• Ensure adequate coverage of transporters and staff to fulfill scheduled rides each shift.
• Maintain professional and effective communication with clients and staff.
• Follow all company policies and procedures as outlined in the employee handbook.
• Deliver timely and accurate customer service ensuring the highest level of satisfaction
• Maintain a calm and professional demeanor over the phone at all times
• Work closely with drivers to ensure location accuracy and being able to provide ETA's on-demand
• Monitor and plan for will-calls to be activated, expedite waiting times, ensure drivers are on task
• View and edit trips, add trip notes, view driver notes, verify who the trip has been assigned to, all while understanding the call type, priority response, and transport response
• Create routes based on pickup and drop off locations
• Ability to use utilize dispatch software to document patient files in detail, confirming will-calls, dispatch the closest driver, monitor trips in progress, and clear dispatch grid at end of shift
• Works cooperatively with medical/nursing staff at patient-care facilities, to optimize patient transport
• Maintain a high standard of accountability and professionalism while demonstrating an excellent standard of care, and exemplary customer service
• Perform additional duties as assigned.

The Ideal Candidate Will Have:

• Strong time management, prioritization, and organizational skills, with the ability to handle multiple priorities under pressure.
• Excellent communication abilities (verbal and written) and active listening with a focus on clear, effective information retention.
• Adaptable to change, with strong critical thinking and decision-making skills, ensuring well-informed choices.
• Proven ability to maintain client confidentiality (HIPAA compliance) and resolve conflicts professionally.
• Collaborative team player, highly detail-oriented, and technology-savvy, with strong planning and forecasting abilities.

Qualifications:

• 2+ years of experience in a dispatch center, call center, high-demand customer service, or related field.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word, MS Teams, PowerPoint).
• High school diploma or equivalent required.
• Extensive knowledge of Reno and surrounding areas.
• Familiarity of Las Vegas and outlying areas is preferred.
• We encourage applications from experienced, tech-savvy, client-focused professionals with the ability to quickly learn and adapt to new information.
• Veterans encouraged to apply

Reporting:

Reports directly to the TMG - Customer Success & Quality Assurance

Job Type: Full-time

Salary: $19.00 - $24.00 per hour (Commensurate with Experience)

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience:

• Dispatching: 1 year (Preferred)
• Transportation/Call Center: 1 year (Required)
• Language:
• English (Required)
• Spanish (Preferred but not required)

Ability to Commute:

Las Vegas, NV 89118 (Required)

Work Location: In person/On-Site