Customer Care Agent
About Physicians Ambulance
Physicians Ambulance is a third-generation, family-owned Ohio EMS provider built on service, trust, and a commitment to exceptional patient care. Serving more than 250 healthcare and professional partners across 22 counties in Northern and Central Ohio, we provide emergency medical services, skilled patient transportation, and event medical support with the experience, responsiveness, and personal attention our partners depend on.
We believe our people make the difference—and we invest in helping them grow. Through clinical education, professional development, and clear career advancement opportunities, Physicians Ambulance supports employees at every stage of their healthcare career. As an Accredited Learning Center and educational partner of University Hospitals, we offer free refresher courses and development pathways designed to help our team strengthen their skills and advance within the healthcare field.
The Role
We are seeking a Customer Care Agent that serves as a primary point of contact for customers requesting emergency and non-emergency medical transportation services. Receives and processes transport requests, gathers and verifies required information, coordinates documentation and authorization requirements, and communicates with healthcare facilities, customers, dispatch personnel, and management to support safe, efficient, and customer-focused service delivery.
The Customer Care Agent position is a critical operational role responsible for gathering accurate transport information, supporting medical necessity and authorization requirements, protecting patient information, and facilitating the safe and efficient coordination of ambulance services.
What You'll Do
- Answer incoming calls in a timely, professional, and courteous manner.
- Receive, document, and process emergency and non-emergency transport requests using approved systems and procedures.
- Enter transport reservations accurately into Traumasoft and other approved systems.
- Obtain and verify required patient, transport, billing, and clinical information necessary to process transport requests, while maintaining compliance with HIPAA, payer requirements, and company policies.
- For non-emergency transports, collect information including appointment details, procedure information, associated complaints, diagnoses or symptoms, medical necessity documentation, transfer requirements, and authorizing physician information.
- For emergency transports, obtain chief complaint information, associated signs and symptoms, available vital signs, and other required patient information.
- Verify customer, patient, and facility information for accuracy and completeness.
- Accurately document information received and entered into company systems. Employees shall not knowingly alter, omit, falsify, misrepresent, or fabricate patient, billing, scheduling, authorization, or operational information.
- Request and obtain supporting documentation including face sheets, medical necessity forms, authorizations, and related records.
- Identify payer sources and communicate applicable transportation requirements and authorization needs, while avoiding representations regarding insurance coverage, payment guarantees, or reimbursement determinations.
- Identify transports requiring prior authorization and assist with obtaining or coordinating required authorizations.
- Communicate transport delays, scheduling updates, and service information to facilities and customers as directed.
- Coordinate with dispatch personnel, field personnel, customers, healthcare facilities, and leadership to support operational efficiency.
- Utilize email, instant messaging, telephone, and other approved communication systems effectively.
- Maintain accurate documentation and records in accordance with company policies and procedures, regulatory requirements, payer requirements, and applicable privacy laws.
- Protect confidential and protected health information in accordance with HIPAA and company requirements, including the protection of Protected Health Information (PHI), Personally Identifiable Information (PII), financial information, and proprietary company information.
- Demonstrate continuous effort to improve customer service, operational efficiency, and quality outcomes.
- Comply with all information security, cybersecurity, data protection, records retention, and electronic communications policies and procedures.
- Escalate potential compliance concerns, privacy incidents, documentation discrepancies, suspected fraud, waste, abuse, or billing irregularities to appropriate leadership in accordance with company policies.
- Participate in training and continuing education activities.
What We're Looking For
Required:
- High school diploma or GED.
- At least one year of experience in a high-volume call center, healthcare scheduling, patient access, medical transportation, transportation coordination, healthcare administration, or a similar detail-focused environment.
- Strong verbal and written communication skills.
- Strong computer and data-entry skills, including the ability to use email, instant messaging, Microsoft Office applications, and learn transportation-management software.
- Ability to simultaneously manage high call volumes, multiple computer systems, interruptions, and competing priorities while maintaining accuracy.
- Ability to accurately gather, verify, document, and communicate sensitive patient, clinical, financial, insurance, and transportation-related information.
- Ability to maintain confidentiality and comply with HIPAA and company privacy requirements.
- Ability to work the posted schedule, including assigned weekends and holidays.
Preferred:
- Experience in ambulance transportation, EMS communications, healthcare call intake, patient scheduling, or medical transportation coordination.
- Experience using Traumasoft, dispatch software, scheduling software, transportation-management systems, or similar technology.
- Knowledge of medical terminology, medical necessity documentation, prior authorization processes, or Medicare and Medicaid transportation requirements.
- Experience identifying incomplete or inconsistent information and obtaining clarification before processing a request.
- Valid driver's license preferred. Employees must maintain reliable transportation and the ability to report to scheduled shifts and emergency staffing assignments.
Compensation & Benefits
Salary: $20.00 - $26.00 per hour (based on experience)
Comprehensive Benefits Package:
- Medical, Dental, and Vision Insurance
- 401(k) with Company Matching
- Paid Time Off
- Life Insurance
- Employee Assistance Program
- Professional Development Assistance
- Employee Discount & Referral Program
- Bonus Pay Opportunities
Schedule
- 12-hour shifts
- Weekend and holiday rotation
- Overtime and on-call opportunities
Knowledge, Skills, and Abilities
- Knowledge of medical transportation operations, patient scheduling, authorization processes, communications center procedures, healthcare privacy requirements, and medical necessity documentation standards.
- Ability to accurately gather, verify, document, and communicate information from patients, healthcare facilities, and other customers, including sensitive clinical, financial, insurance and transportation-related information.
- Strong verbal and written communication skills with the ability to ask appropriate follow-up questions and provide professional customer service in a fast-paced environment.
- Proficiency with computers, data entry, Microsoft Office applications, email, instant messaging, and transportation management software such as Traumasoft.
- Ability to simultaneously manage high call volumes, multiple computer systems, interruptions, and competing priorities while exercising sound judgment and maintaining accuracy.
- Knowledge of HIPAA, healthcare confidentiality requirements, Medicare and Medicaid transportation documentation requirements, and authorization processes.
- Ability to maintain confidentiality and protect sensitive information in accordance with HIPAA, company policies, and applicable privacy requirements.
- Ability to identify incomplete, inconsistent, or potentially inaccurate information and obtain clarification through established processes before completing or processing a transportation request.
- Ability to maintain composure, professionalism, empathy, and accuracy during emotionally charged, difficult, or time-sensitive interactions with patients, family members, healthcare providers, and customers.
- Ability to adapt to changing priorities, work collaboratively with others, and consistently follow established policies, procedures, documentation standards and escalation protocols.
Competencies
To perform this job successfully, an individual should demonstrate the following competencies:
- Communication: Speaks and writes clearly; accurately gathers, documents, and conveys information to customers, healthcare partners, and coworkers, while maintaining professionalism, confidentiality, and accuracy.
- Customer Service: Provides courteous, responsive, and professional service while effectively addressing customer and patient transportation needs, demonstrating empathy, patience, and respect during all interactions.
- Critical Thinking: Evaluates information, identifies missing details, and makes sound decisions while following established procedures and escalation processes.
- Teamwork: Collaborates effectively with dispatch, operations, healthcare partners, and leadership to support efficient service delivery.
- Adaptability: Responds effectively to changing priorities, workload demands, delays, and operational challenges while maintaining accuracy and professionalism.
- Dependability: Consistently demonstrates reliability, punctuality, accountability, and commitment to completing assigned responsibilities.
- Professionalism: Demonstrates integrity, respect, discretion, and confidentiality in all interactions and work activities.
- Quality and Accuracy: Maintains a high level of attention to detail and ensures information, documentation, and data entry are complete, accurate, and timely.
- Compliance and Confidentiality: Consistently adheres to HIPAA requirements, privacy obligations, company policies, documentation standards, and regulatory requirements.
Physical Requirements
- Frequently required to sit, stand, walk, reach, use hands and fingers, and communicate verbally.
- Frequently required to view computer monitors and operate communication equipment.
- Must be able to perceive information displayed on computer screens, radios, telephones, and other communication systems.
- Must be able to effectively receive, interpret, process, and communicate information through telephones, radios, alarms, computer systems, and other communication devices, with or without reasonable accommodation.
- Occasionally required to lift and move office materials weighing up to 25 pounds.
- Must be able to work extended periods at a workstation, including prolonged periods of viewing multiple computer screens and entering data into electronic systems.
Work Environment
- Primarily performed in a communications center environment.
- Frequent use of computer workstations, telephones, radios, and dispatch systems.
- Position may involve access to protected health information, financial information, insurance information, and other confidential records requiring strict compliance with privacy and security requirements.
- Fast-paced environment requiring multitasking and rapid decision-making, including simultaneous management of multiple transport requests, documentation requirements, and customer communications.
- May be required to work evenings, nights, weekends, holidays, overtime, and during emergency operations, severe weather events, disaster response activities, and other business continuity situations.
Why Choose Physicians Ambulance?
"You spend more time at work than not—so where you work should represent what you believe in. At Physicians Ambulance, our people are our differential. We aren't perfect, but we're building the perfect organization together. We take care of our employees so they can take care of our customers." — Jason Hess, President
Join a team where your work has purpose, your growth is supported, and your contributions make a real difference in people's lives every single day.
Location: 9200 Noble Park Dr, Brecksville, OH 44141
Ready to Join Our Family?
Apply today and discover what makes Physicians Ambulance different.
Job Types: Full-time, Part-time
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Ability to Commute:
- Brecksville, OH 44141 (Required)
Ability to Relocate:
- Brecksville, OH 44141: Relocate before starting work (Required)
Work Location: In person
