Dispatcher

Job Summary:
The NEMT Dispatcher plays a critical role in coordinating safe, timely, and efficient transportation services for members requiring non-emergency medical transport. This position serves as the central point of communication between drivers, members, healthcare facilities, and internal staff. The dispatcher ensures all trips are scheduled, routed, and monitored effectively while maintaining high standards of customer service, compliance, and operational efficiency.

Key Responsibilities:

Dispatching & Scheduling

• Assign, dispatch, and monitor trips to drivers in real time using dispatch software
• Plan and optimize routes for efficiency, timeliness, and cost-effectiveness
• Schedule same-day and future transportation requests based on urgency and availability
• Adjust schedules dynamically to accommodate cancellations, delays, and urgent requests
• Ensure proper trip coverage at all times, including backup planning

Software & Systems Management

• Learn and effectively utilize NEMT dispatching software and GPS tracking systems
• Accurately input, update, and manage trip data, driver logs, and member information
• Monitor real-time trip progress and respond to system alerts or discrepancies
• Maintain detailed and accurate electronic records for compliance and reporting

Communication

• Maintain constant communication with drivers regarding trip assignments, updates, and issues
• Communicate clearly and professionally with members, caregivers, and healthcare facilities
• Coordinate with internal departments such as customer service, billing, and management
• Provide timely updates on delays, ETA changes, and service disruptions

Customer Service

• Answer incoming calls promptly and professionally
• Assist members with scheduling, trip inquiries, and issue resolution
• Handle complaints, concerns, and service issues with empathy and efficiency
• Ensure a high level of customer satisfaction and service quality

Driver Support & Coordination

• Provide drivers with accurate trip details, directions, and special instructions
• Monitor driver performance, attendance, and adherence to schedules
• Assist drivers with navigation, trip issues, and emergency situations
• Ensure drivers comply with company policies and regulatory requirements

Operational Oversight

• Track and ensure on-time performance for pickups and drop-offs
• Identify and resolve service delays or disruptions proactively
• Coordinate vehicle availability, maintenance scheduling, and coverage
• Maintain awareness of traffic, weather, and road conditions affecting operations

Compliance & Documentation

• Ensure all trips meet regulatory, insurance, and company compliance standards
• Maintain accurate documentation for audits, billing, and reporting purposes
• Protect member confidentiality in accordance with HIPAA guidelines
• Follow all safety and operational protocols

Problem Solving & Decision Making

• Quickly assess and resolve scheduling conflicts and service issues
• Make informed decisions under pressure in a fast-paced environment
• Handle emergencies or unexpected situations calmly and efficiently

Required Skills & Qualifications:

• Strong organizational and multitasking abilities
• Excellent verbal and written communication skills
• Ability to work in a fast-paced, high-pressure environment
• Proficiency with computers, dispatch software, and phone systems
• Strong problem-solving and decision-making skills
• Attention to detail and accuracy in data entry
• Ability to remain calm and professional under stress
• Customer service experience preferred

Preferred Qualifications:

• Previous dispatching experience (NEMT, transportation, or logistics preferred)
• Knowledge of local geography and routing
• Experience with GPS tracking and routing systems
• Familiarity with healthcare transportation regulations

Work Environment:

• Office-based, fast-paced dispatch center
• Frequent phone and computer use
• May require evenings, weekends, or holiday shifts
• High level of responsibility and time-sensitive decision-making

Physical Requirements:

• Prolonged periods of sitting and working at a computer
• Ability to handle multiple screens, phone systems, and software simultaneously

Pay: $16.90 - $18.00 per hour

Work Location: In person