Dispatcher / Call Taker / Clerk

Dispatcher / Call-Taker (Non-Emergency Medical Transportation)

Location: Keene, NH
Job Type: Part-Time / Per-Diem
Company: SMART Ride LLC

About SMART Ride LLC

SMART Ride LLC is a leading provider of Non-Emergency Medical Transportation (NEMT) and senior services across Southwestern New Hampshire and Southeastern Vermont. Our mission is simple: safe, reliable, and compassionate transportation that supports healthcare access, independence, and quality of life.

As our service demand continues to grow, we are seeking a Dispatcher / Call-Taker who thrives in a fast-paced environment and takes pride in supporting both clients and field staff through clear, professional communication.

Position Summary

The Dispatcher / Call-Taker is responsible for receiving non-emergency transportation requests, scheduling and dispatching appropriate resources, and maintaining continuous communication with field personnel. This is a critical operations role that directly impacts service quality, safety, and customer satisfaction.

This position reports to the Deputy Director of Operations, and when necessary, the General Manager.

Key Responsibilities

• Answer and process non-emergency transportation calls efficiently and accurately
• Determine caller needs, trip details, and assign appropriate transport resources
• Prioritize calls and organize schedules to ensure high-quality, on-time service
• Accurately log calls, trips, and status updates using dispatch systems (Bambi, Google tools, etc.)
• Collect and relay special instructions to drivers and field staff
• Monitor radio and communication channels and maintain constant contact with field personnel
• Support a safe, secure, and professional communication center environment
• Participate in ongoing training and quality improvement initiatives
• Maintain a high level of attention to detail in all tasks

Required Qualifications

• High school diploma or GED
• Excellent verbal communication skills with a clear, professional phone presence
• Strong listening skills and ability to remain calm under pressure
• Ability to type at least 40 words per minute with accuracy
• Proven ability to multitask in a fast-paced, high-responsibility environment
• Strong customer service orientation and professionalism
• Ability to follow procedures, manage schedules, and adapt to operational needs
• Willingness to work variable shifts, including on-call nights, weekends, and holidays

Preferred Qualifications

• Previous experience in a dispatch center, call center, or Public Safety Answering Point (PSAP)
• Familiarity with NEMT & healthcare industry operations
• Experience using Bambi or similar dispatch/scheduling software

Other Requirements

• Overall good physical and mental health
• Ability to pass a pre-employment physical, including a 12-panel drug screen

Compensation & Benefits

• Competitive pay, based on experience
• AFLAC supplemental insurance
• Paid time off for staff working greater that 24 hours
• Professional development and training opportunities

Why Join SMART Ride?

• Be part of a mission-driven organization serving a vital community need
• Play a key role in a growing, respected transportation company
• Opportunities for advancement as SMART Ride continues to expand
• Work with a supportive leadership team focused on professionalism, accountability, and service excellence

SMART Ride LLC is an Equal Opportunity Employer.

Pay: $18.00 - $20.00 per hour

Expected hours: 20 – 24 per week

Benefits:

• Flexible schedule
• Paid time off
• Professional development assistance

Work Location: In person