Role Description Sentara Health is currently recruiting for a Dispatcher to join their team in VA Beach, VA! This role is PRN, night shift hours. - Receives and processes requests for non-emergency and emergency transportation services. - Utilizes a computer aided dispatching system to enter call information and dispatch calls. - Receives requests for service via phone, fax, and computer applications. - Accurately records requests and responds to referral sources with honest information regarding service capabilities and anticipated response information. - Uses radio and computerized communications equipment and maintains records. Qualifications - HS Diploma Requirements - Less than 1 year call center experience Benefits - Medical, Dental, Vision plans - Adoption, Fertility and Surrogacy Reimbursement up to $10,000 - Paid Time Off and Sick Leave - Paid Parental & Family Caregiver Leave - Emergency Backup Care - Long-Term, Short-Term Disability, and Critical Illness plans - Life Insurance - 401k/403B with Employer Match - Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education - Student Debt Pay Down – $10,000 - Reimbursement for certifications and free access to complete CEUs and professional development - Pet Insurance - Legal Resources Plan - Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.

• Assists Transportation Providers with transportation-related questions and concerns. • Manages scheduling tasks, including modifying and canceling reservations per provider requests. • Documents and investigates complaints or incidents, ensuring detailed records are maintained. • Responds to provider concerns and refers unresolved grievances for further review. • Ensures accurate entry of trip-related data. • Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips. • Answers the Transportation Provider call line with professionalism and courtesy. • Participates in required meetings and other assigned duties or projects.

• Dispatch towing and roadside assistance calls using Towbook. • Coordinate with drivers to ensure timely service. • Communicate professionally with customers, insurance companies, and law enforcement. • Monitor job status and provide real-time updates. • Coordinate with law enforcement for accident scenes and police-initiated towing. • Prioritize calls and manage multiple dispatch requests efficiently.

• Answer high volume incoming calls and chat requests from our call center. • Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. • Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. • Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. • Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. • Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. • Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. • Assist with low level tickets such as password reset requests and group membership changes. • Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. • Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. • Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. • Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.