Customer Service Representative

The Customer Service Representative serves as the primary “voice” of the organization within the Communications (Call) Center. This entry-level role supports interfacility transport operations by handling incoming calls from hospitals, healthcare facilities, patients, and partner dispatch centers.

Working alongside Dispatchers, this position is responsible for triaging transport requests, coordinating logistics, and ensuring accurate and timely communication. This role directly contributes to the patient experience and continuity of care by facilitating efficient and professional transport coordination.

Impact of the Role: This role plays a vital part in the healthcare continuum by ensuring patients are transported safely and efficiently between facilities. The Customer Service Representative directly influences the quality of patient care and customer satisfaction by delivering accurate coordination, clear communication, and responsive service.

Essential Functions

Answer high-volume, multi-line phone systems and provide courteous, professional customer service
Receive calls from hospitals, healthcare facilities, patients, and partner dispatch centers requesting transport services
Triage transport requests by gathering detailed patient, clinical, and logistical information
Accurately log, update, and maintain patient and customer information in dispatch systems
Collaborate closely with Dispatchers on nearly every request to coordinate transport logistics and resource allocation
Proactively communicate updates, delays, and changes in transport status (including ETA updates) to customers
Confirm same-day and next-day scheduled transports, including appointment and pickup times
Conduct follow-up calls to customers and obtain required documentation for internal departments such as Billing
Address customer concerns in real time and coordinate with Dispatch to identify solutions or alternatives
Route calls to appropriate departments when necessary
Provide timely feedback to leadership regarding service issues, delays, or customer concerns
Participate in customer service improvement initiatives and contribute to process and policy enhancements
Develop and maintain knowledge of hospital and facility locations within service areas
Respond quickly, calmly, and effectively in urgent or high-pressure situations
Maintain strict confidentiality of patient information in compliance with HIPAA regulations
Support and uphold company mission, values, and quality standards

Qualifications

High school diploma or equivalent required
Call center or customer service experience preferred (1+ year ideal, but not required)
Healthcare, EMS, or medical terminology knowledge is a plus (training provided)
Basic computer proficiency, including typing (35+ WPM), Microsoft Office, and internet use
Ability to learn dispatch and call management systems quickly

Work Requirements

Full-time availability required, including weekends and holidays
Ability to remain calm and effective under pressure and during emergency situations

Core Skills & Competencies

- Excellent verbal and written communication skills
- Strong customer service orientation with a professional and empathetic phone presence
- Ability to multitask and prioritize in a fast-paced, high-call-volume environment
- Strong organizational and time-management skills
- Critical thinking and problem-solving abilities
- Ability to work both independently and collaboratively within a team
- High attention to detail and accuracy
- Positive, upbeat, and compassionate attitude
- Reliable, punctual, and dependable
- Self-starter with initiative and sound decision-making skills

About Royal Ambulance:

Royal Ambulance is the leader in healthcare transportation & patient navigation services in Alameda County, Contra Costa County, Santa Clara County, Santa Cruz County, and San Mateo County. Since 2006, we’ve grown from 2 ambulances and 10 employees to over 70 ambulances and 400+ team members. We are recognized as one of Inc Magazine’s Fastest Growing Private Companies and as one of Modern Healthcare’s “Best Places to Work”.

As we continue to grow, we remain focused on maintaining our culture of professional and personal development, supportive family vibes and first class employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other like minded individuals, who encourage and inspire one another along their path in EMS and Healthcare.

At Royal we firmly believe it's not just about the destination, it's about the journey! It's about who you become along the way, the people you meet, the connections you make and the experiences that you have that shape the kind of healthcare professional you become.

*The intent of this job description is to provide a representative summary of the major duties, responsibilities and essetial functions performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

*For questions or more information, please contact:Justin Nool - Manager, Talent Acquisition (510-850-4368) or Justin.Nool@royalambulance.com

Embody the Royal Mindset:

We are Driven - We set a goal, identify a plan to achieve it, stay focused and motivated throughout the process, and reach our desired results, despite obstacles or challenges. We show initiative and commitment. We maintain a positive mindset and believe in ourselves and our abilities.

We are Empathetic - We are in tune with the feelings and actions of others and use that understanding to guide our actions, behaviors, and decisions. We are compassionate, perceptive, and mindful. We put ourselves in our patient's shoes and each others shoes and go above and beyond to ensure we treat everyone with dignity and respect

We are Engaging - Our actions show our commitment to the organization and its goals. We care about the quality of our work and our fellow team members. We are enthusiastic and want to be involved within Royal and with our communities.

We are Adaptable - We are able to handle and adjust to change by being flexible in our process and mindset. We stay calm and do not fold under pressure when something changes, or a problem occurs. We develop a solution and can come up with an alternative plan despite the obstacles we are challenged with.

About Royal Ambulance

Founded by Steve Grau, Royal Ambulance is one of Californias premier mobile healthcare providers, proudly serving the San Francisco Bay Area. Since Royals inception in 2006, the company has grown from 2 ambulances and 10 EMTs to a fleet of over 100 ambulances and 800+ team members. Royal has experienced double-digit year-over-year growth over the last 10 years. Transporting over 95,000+ patients a year, Royal Ambulance is a partner to most major health systems in the Greater San Francisco Bay Area region. Our company has been curated off of four values:

Driven. Empathetic. Engaging. Adaptable.

At Royal Ambulance, we firmly believe its not just about the destination, its about the journey! Its about who you become along the way, the people you meet, the connections you make, and the experiences you have that shape the kind of healthcare professional you become. As we continue to grow, we remain focused on fostering a culture of professional and personal development and best-in-class employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other purpose-driven individuals, who encourage and inspire one another along their path in EMS and Healthcare.

This job posting intends to provide a representative summary of the major duties, responsibilities, and essential functions performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description. Royal Ambulance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Applicants must be legally authorized to work in the United States without requiring employer sponsorship now or in the future. We do not offer visa sponsorship for this position.

$23 - $23 an hour

Compensation details: 23-23 Hourly Wage

PId1e5acd150b2-37437-40088355

Royal Ambulance

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