Healthcare Dispatch / Customer Service Support

About the Role

We are looking for a highly organized and detail-oriented Healthcare Dispatch & Patient Coordination Specialist to support patient intake, appointment coordination, and technician dispatching for a healthcare service provider.

This role goes beyond answering calls. You will be responsible for accurately registering patients, coordinating appointments, managing technician schedules and routes, updating multiple systems, and ensuring that patients and internal teams receive timely and accurate information.

The ideal candidate has experience in healthcare administration, dispatching, scheduling, patient intake, or call-center coordination. You should be comfortable working in a fast-paced environment where priorities and routes can change throughout the day, requiring quick thinking, strong communication, and reliable follow-through.

Requirements

Key Responsibilities

Patient Intake & Registration

• Handle incoming calls and assist patients with enquiries, registration, and intake procedures.
• Capture patient information accurately and update records in the relevant healthcare systems.
• Ensure patient details and required documentation are complete and up to date.
• Communicate professionally and sensitively with patients, including those who may have limited English proficiency.
• Provide clear instructions and direct patients to the appropriate team when further assistance is required.

Dispatching & Route Coordination

• Coordinate and dispatch technicians based on appointment schedules, availability, locations, and service requirements.
• Monitor technician schedules and routes, making adjustments when appointments change or unexpected issues arise.
• Use routing platforms to coordinate daily activities and support efficient travel between appointments.
• Communicate schedule changes and dispatch updates to technicians and relevant internal teams.
• Track outstanding appointments, delays, and scheduling issues to ensure appropriate follow-up.

Scheduling & Administrative Support

• Schedule, confirm, and update patient appointments.
• Maintain accurate records across multiple platforms, ensuring information is consistent between systems.
• Monitor pending tasks and follow up on outstanding administrative requirements.
• Coordinate communication between patients, technicians, and internal teams.
• Assist with the transition to an integrated routing platform as new systems and processes are introduced.
• Follow established procedures for handling clinical information and escalating questions or concerns that require clinical input.

Minimum Requirements

• 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.

Required Software & Tools

Experience with the following systems is preferred:

• eClinicalWorks (ECW): For patient registration, healthcare records, and administrative workflows.
• Proprietary Intake & Dispatch Platform: For managing patient intake and coordinating dispatch activities.
• Onfleet or Similar Routing Software: For technician dispatching, route management, and scheduling updates.
• Integrated Routing Platforms: Ability to adapt to new systems as they are implemented.
• Communication Tools: Email, telephone, messaging platforms, and internal team communication systems.

Candidates with experience using similar healthcare, scheduling, or dispatch systems are encouraged to apply.

Essential Skills & Competencies

• Communication: Clear, professional, and empathetic communication with patients and colleagues.
• Accuracy: Fast and precise data capture, recordkeeping, and system updates.
• Multitasking: Ability to manage calls, appointments, dispatch activities, and administrative follow-ups simultaneously.
• Routing judgment: Confidence making scheduling adjustments and responding to changing operational priorities.
• Adaptability: Comfortable learning new technology and working across several systems.
• Problem-solving: Ability to identify scheduling conflicts, resolve routine issues, and escalate concerns appropriately.
• Reliability: Consistent follow-through and accountability for outstanding tasks.
• Cultural sensitivity: Ability to communicate patiently and respectfully with patients from diverse backgrounds, including those with limited English proficiency.

Important Considerations

This position requires more than general call-center experience. The successful candidate must be comfortable with detailed administrative coordination, real-time scheduling changes, dispatch decisions, and accurate recordkeeping.

All clinical decisions and communication of clinical results must follow the client's approved procedures. The role does not involve making independent clinical judgments outside the candidate's authorized responsibilities.

What Success Looks Like

• Patient information is captured accurately and records remain up to date.
• Appointments and technician routes are coordinated efficiently.
• Scheduling changes are communicated promptly to the relevant people.
• Outstanding administrative tasks are followed up consistently.
• Multiple systems are maintained accurately, with minimal errors.
• Patients receive professional, respectful, and timely support.

If you are organized, adaptable, and enjoy coordinating people, schedules, and processes in a healthcare environment, we would love to hear from you.