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Dispatcher (NEMT)

Job Title: NEMT Dispatcher
Location: Glen Allen, Virginia (On-site)
Reports To: Manager, Transportation

THIS POSITION WORKS ON-SITE DAILY AT OUR GLEN ALLEN, VA LOCATION

Position Overview
The NEMT Dispatcher is responsible for coordinating, scheduling, and monitoring non-emergency medical transportation trips to ensure members are transported safely, timely, and in compliance with contract, regulatory, and service-level requirements. This role serves as a central point of communication between members, transportation providers, drivers, and internal teams, and is critical to daily operational success.

Key Responsibilities

Receive, schedule, and dispatch NEMT trip requests in accordance with client, state, and health plan requirements
Coordinate trip assignments with contracted transportation providers and drivers using MediDrive’s Transportation Management System (TMS)
Monitor trips in real time to ensure on-time pickup, trip completion, and adherence to service standards
Communicate proactively with members, providers, and internal staff regarding trip status, delays, cancellations, or issues
Resolve day-of-service issues, including late pickups, no-shows, vehicle breakdowns, and eligibility discrepancies
Document all trip activity, communications, and exceptions accurately and in real time within the system
Verify trip eligibility, authorizations, mode of transport, and special member needs prior to dispatch
Escalate service failures, safety concerns, or compliance issues according to established protocols
Support provider performance by identifying recurring issues and communicating trends to management
Work collaboratively with call center, provider relations, compliance, and quality teams
Maintain strict confidentiality and comply with HIPAA and all applicable state and federal regulations
Participate in training, quality initiatives, and process improvement efforts as required

Qualifications

High school diploma or GED required; associate degree or relevant coursework preferred
Minimum of 1–2 years of dispatching experience, preferably in NEMT, transportation, logistics, or call center operations
Familiarity with Medicaid, Medicare Advantage, or healthcare transportation environments strongly preferred
Proficiency with dispatch systems, TMS platforms, and standard office software
Strong verbal and written communication skills
Ability to multitask, prioritize, and remain calm in a fast-paced, high-volume environment
Strong problem-solving skills and attention to detail
Customer-service oriented with a focus on member experience and provider collaboration
Ability to work assigned shifts, which may include early mornings, evenings, weekends, or holidays as required

Work Environment

This position is based on-site at MediDrive’s Glen Allen, Virginia office
Fast-paced operational environment with continuous phone and system activity
Extended periods of sitting, computer use, and phone communication required

Preferred Attributes

Knowledge of Virginia Medicaid NEMT requirements
Experience working with multiple transportation modes (ambulatory, wheelchair, stretcher, mileage reimbursement, volunteer drivers)
Bilingual (English/Spanish) a plus

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